Lead Technical Support Engineer- ZTNA

Job Description

Lead Technical Support Engineer - 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

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• Lead and mentor L2 ZTNA/Network Security engineers.
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• Act as the primary escalation point for complex customer issues.
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• Troubleshoot ZTNA, VPN, SASE/SSE, MFA, SSO, LDAP, Active Directory, SSL/TLS, PKI, DNS, routing, firewalls, and proxy-related issues.
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• Lead P1/P2 major incidents, coordinate cross-functional teams, and drive RCA activities.
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• Collaborate with Engineering, Product, and Customer Success teams to resolve critical issues.
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• Monitor SLAs, MTTR, backlog health, and customer satisfaction.
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• Develop SOPs, troubleshooting guides, and knowledge base documentation.
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Required Experience & Skills

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• 12+ years in Technical Support, Network Security, ZTNA, VPN, SASE/SSE, or related technologies.
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• Strong hands-on experience with ZTNA and enterprise networking.
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• Expertise in SSO, MFA, LDAP, AD, SAML, OAuth, OIDC, SSL/TLS, and PKI.
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• Experience troubleshooting complex Linux and Windows environments.
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• Proven experience managing major incidents and customer escalations.
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• Strong customer communication, stakeholder management, and team leadership skills.
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Nice to Have

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• Experience with enterprise ZTNA platforms, SASE/SSE, and cloud networking.
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• SIEM/Observability tools exposure.
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• Python, Shell, or PowerShell scripting.
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• ITIL, CCNP, CISSP, Security+, or similar certifications.
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