Security Specialist

• Identify, troubleshoot and fix web access and remote access issues for user and build new solution based on the requirement of client.
• Provide continuous 24/7 monitoring and support for Cloudflare Tunnel and WARP connector systems.
• Handle first-level incident resolution and escalate complex issues according to established protocols.
• Manage incidents through ITSM tool in compliance with the clients operational policies.
• Conduct periodic and emergency maintenance as required, adhering to the clients scheduling and change management procedures.
• Update operational procedures and configuration documentation regularly.
• Assist in diagnosing and resolving user connectivity issues to internal resources, providing initial troubleshooting and analysis.

Qualifications:

• Strong understanding of TCP, UDP, SSL protocols and ability to troubleshoot using command line tools and network packet analyzer like wireshark.
• 5+ years of customer-facing technical support experience for Cloudflare remote access and Secure Web Gateway (SWG).
• Extensive experience troubleshooting DNS and networking-related issues.
• Experience working in a support role where one has thrived every time you resolved a ticket.
• Strong communication skills that allow you to be a bridge between customers and the engineering team.
• Good English language skills (spoken and written)

Primary Skills set:

• Cloudflare Zero Trust Network Access (ZTNA), Cloudflare Secure Web Gateway (SWG), Magic WAN, Magic Firewall, Remote Browser Isolation (RBI), Data Loss Prevention (DLP), Client fir

Primary skills are:

• Cloudflare ZTNA (Must)
• Zscaler ZPA and ZIA (preferred)
• Umbrella/Bluecoat SWG and content filtering (preferred)

Secondary skills are:

• Client routing/switching and firewalls (preferred)
• Paloalto firewall (preferred)