SecOps Support Engineer
Location: Mountain View, CA (REMOTE)
Duration: 12 Months

Summary:
Working in an agile ecosystem, the SecOps Support Engineer comfortably uses their networking expertise and understanding of the dynamic environment with a variety of technologies, people, and processes to expediently troubleshoot and resolve Zscaler reported issues by asking the right questions in the right scenarios and engaging with the right technical groups as needed.
The successful candidate thrives on the challenge of troubleshooting, isolating, and resolving networking, systems, or applications related issues and has the uncanny ability to connect and communicate effectively and clearly with relevant groups from users to technical groups to management. S/he has the ability to develop creative solutions for systemic problems and is not afraid to propose them to management.
When not slaying or taming the Zscaler dragon, the candidate enjoys managing and perfecting the security ticket queue for reduction in count, adherence to SLAs, and accountability. Additionally, the SecOps Support Engineer ensures operational excellence by executing systems admin tasks using runbooks with the hopes of developing a better one if required or enhancing existing ones.

About the Role:
Ability to develop solutions for systemic problems
Instill fearless creativity and not afraid to propose innovative solutions to management
Effectively manage, triage, and resolve Zscaler support tickets escalated to the security team in a timely manner
Coordinate with users and relevant technical teams to troubleshoot escalated support issues
Provide Zscaler administrative duties such as configuring firewall and URL filtering policies via change control process
Assess and analyze configurations and alerts for tuning recommendations and/or for promotion key alert(s) to possible detection rules
Develop new runbooks and update existing support content
Provide weekly activity report and update monthly KRIs
Perform security systems administration tasks using existing runbooks
Perform security queue management via provided guidance
Other duties as assigned