Resident Engineer

Job Description

The Resident Engineer will serve as an embedded technical resource supporting the customer throughout the implementation, stabilization, and long-term operational adoption of the Zscaler environment. The role provides technical continuity between deployment and ongoing operations, ensuring platform health, operational efficiency, effective change management, and timely issue resolution.

The Resident Engineer will work closely with the Zscaler Architect, Program Manager, customer technical teams, operations teams, and other project stakeholders to support successful deployment and transition into steady-state operations.

Key Responsibilities

Implementation & Deployment

• Support deployment activities in accordance with the approved architecture, design, and project plan.
• Assist with installation, configuration, validation, and environment bring-up activities.
• Participate in system verification, functional validation, testing, and user acceptance support as required.
• Support cutover planning, go-live readiness checks, production transition, and post-go-live stabilization.
• Provide hands-on technical support during the implementation and stabilization phases.
• Document environment-specific operational considerations, known issues, workarounds, and technical recommendations.
• Facilitate knowledge transfer to customer administrators and operations teams as part of implementation closure.
• Provide day-to-day technical continuity and accelerate issue triage and coordination during deployment.

Post-Implementation & Operations

• Serve as the customer's primary technical point of contact for Zscaler-related change management and operational activities.
• Monitor Zscaler platform health, operational trends, recurring incidents, and service-impacting risks.
• Facilitate and coordinate escalation of Zscaler product and platform issues to Zscaler Support or Engineering teams when required.
• Support patch planning, maintenance coordination, upgrades, and controlled change activities in accordance with the agreed governance model.
• Maintain a strong understanding of the customer's Zscaler environment, deployed features, architecture decisions, and operational constraints.
• Provide context-driven technical guidance and recommendations to support platform optimization and operational efficiency.
• Maintain and continuously improve technical documentation, runbooks, operational procedures, and support processes.
• Provide continuity and coordination between customer operations, support teams, Zscaler stakeholders, and other relevant technical parties.
• Support the customer in adopting Zscaler best practices and maturing steady-state operational processes.

Key Value Delivered

• Provides technical continuity from implementation through steady-state operations.
• Delivers embedded expertise familiar with the customer's Zscaler environment.
• Improves responsiveness, issue triage, and coordination of operational matters.
• Supports effective platform adoption, optimization, and operational maturity.
• Reduces dependency on ad hoc support interactions through a consistent resident technical resource.
• Helps ensure a smooth transition from project delivery to sustainable long-term operations.