Cloud Security Support Engineer (Line 2 / Zscaler)

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

About the role

Reporting to Xalient’s Cloud Security - Zscaler Team lead, you will provide Incident, Problem and Change Management to Xalient customers and Internal Teams. Working from home on shift pattern and on call support

What you’ll be doing

• Customer incidents relating to their Zscaler service – ZIA, ZPA, ZDX and other services as they apply to customers
• In depth fault resolution dealing with end user customers to enhance the Zscaler experience
• ITIL aligned Service Desk activities to include (but are not limited to) :

Incident call handling

Fault diagnostics

Incident Management and resolution

Acting as a resource on Major Incidents

Managing communication between customers and external / internal parties

Proactive updating and monitoring of existing IT systems and documentation ensuring they are maintained and kept up to date

Change Control and Management

Participate in Shift Rota and Call Out Rota

3rd party liaising and escalation management into Zscaler

Configuration of solutions via change management

Information Security Management Systems – Adhere to the Information Security Policies.

What you’ll need

Qualifications :

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion / belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity