Lead Technical Support Engineer- Ztna
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- ZTNA
Location:
Remote (Delhi)
About the Role
We're looking for a seasoned Technical Lead to manage L2 support operations for ZTNA and Network Security solutions. You will lead a team of engineers, handle critical customer escalations, drive major incident resolution, and work closely with Engineering and Product teams.
Key Responsibilities
- Lead and mentor L2 ZTNA/Network Security engineers.
- Act as the primary escalation point for complex customer issues.
- Troubleshoot ZTNA, VPN, SASE/SSE, MFA, SSO, LDAP, Active Directory, SSL/TLS, PKI, DNS, routing, firewalls, and proxy-related issues.
- Lead P1/P2 major incidents, coordinate cross-functional teams, and drive RCA activities.
- Collaborate with Engineering, Product, and Customer Success teams to resolve critical issues.
- Monitor SLAs, MTTR, backlog health, and customer satisfaction.
- Develop SOPs, troubleshooting guides, and knowledge base documentation. Required Experience & Skills
- 12+ years in Technical Support, Network Security, ZTNA, VPN, SASE/SSE, or related technologies.
- Strong hands-on experience with ZTNA and enterprise networking.
- Expertise in SSO, MFA, LDAP, AD, SAML, OAuth, OIDC, SSL/TLS, and PKI.
- Experience troubleshooting complex Linux and Windows environments.
- Proven experience managing major incidents and customer escalations.
- Strong customer communication, stakeholder management, and team leadership skills. Nice to Have
- Experience with enterprise ZTNA platforms, SASE/SSE, and cloud networking.
- SIEM/Observability tools exposure.
- Python, Shell, or PowerShell scripting.
- ITIL, CCNP, CISSP, Security+, or similar certifications.
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