Zscaler Support Analyst

Job Description

You

You are someone who "gets" IT. You're frequently called on to solve complicated technology challenges. You enjoy working with high end infrastructure and trying new things. Your home network is the envy of major corporations. You know how to talk to people. You've always been able to explain complex technology to other people. You are a problem solver. You are not afraid to work on a project you've never done before.

You are extremely independent and self-motivated. You don't get out of bed because you have to, but because you're excited about the day ahead. You don't need to be asked to respond to a problem, you're already on it the second it comes up. Better yet, you anticipated the issue, and developed a work around before it became a problem.

The Role

We are seeking a motivated and technically skilled Zscaler Support Analyst to join our growing Zscaler Managed Services practice. This role is responsible for delivering Tier 1 and Tier 2 operational support for enterprise customers leveraging Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and related Zscaler technologies.

The analyst will support daily operations, incident management, policy administration, and troubleshooting activities to ensure optimal security posture, performance, and user experience across customer environments.

Main Duties & Responsibilities

Operational Support & Monitoring

• Monitor Zscaler environments (ZIA, ZPA, ZDX) for service health, alerts, and security events.
• Respond to and resolve user-reported access issues related to web access, private applications, and Zscaler Client Connector.
• Perform initial triage and root cause analysis for connectivity, authentication, and policy-related incidents.

Policy & Configuration Support

• Review and troubleshoot policies including URL & Cloud App Control, Firewall, DNS Control, SSL Inspection, and DLP.
• Support traffic forwarding configurations (Zscaler Client Connector, GRE/IPsec tunnels, PAC files, Branch Connector).
• Assist with authentication integrations (SAML, SCIM) and identity provider troubleshooting.
• Implement approved configuration changes and activate policy updates in accordance with change management processes.

Documentation & Escalation

• Document incidents, troubleshooting steps, and resolutions clearly in ticketing systems.
• Escalate complex issues to senior engineers or engineering teams as required.
• Participate in continuous improvement initiatives and knowledge base development.

Required Skills

• 2+ years of experience in network security, cloud security, or managed services support.
• Hands-on experience with Zscaler (ZIA and/or ZPA strongly preferred).
• Solid understanding of Zero Trust architecture principles.
• Experience with SAML, LDAP, or other authentication technologies.
• Familiarity with proxy services, firewall policies, DNS security, and SSL/TLS fundamentals.
• Strong analytical, troubleshooting, and communication skills.

Preferred Qualifications

• Zscaler certifications (ZDTA or ZDTE).
• Experience supporting Azure AD, Okta, or other identity providers.
• Knowledge of DLP, SSL inspection deployments, or endpoint posture enforcement.
• Experience working in a Managed Service Provider (MSP) or 24x7 support environment.

What We Offer

• Hands-on experience supporting enterprise Zero Trust deployments
• Flexible, results-oriented work environment
• Certification and professional development opportunities
• Clear career progression within the Managed Zscaler Services practice

Results Only Work Environment

Informanix is a virtual firm. All of our tools are cloud based. We work from our home offices or on client sites as required. We don't punch time clocks. We get work done. We recognize that doing a quality job when it needs to be done, is more important than warming a chair for a certain amount of time each day.

Additional Requirements

· Space to use as a home office

· Valid Manitoba Class 5 Drivers License

· Reliable personal vehicle

Compensation to align with skills and experience.

Job Type: Full-time

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Work from home

Work Location: In person