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