Technical Lead Support Engineer- ZTNA (Networking)

Job Title: ZTNA Support Lead / Technical Lead

Experience: 12+ Years

Department: Technical Support / Customer Support

Employment Type: Full-time

Work Mode: Remote

Position Summary

We are looking for an experienced ZTNA Support Lead / Technical Lead to lead a dedicated enterprise ZTNA support team.

The role will provide technical leadership to 4 L2 ZTNA Support Engineers, manage complex customer escalations, lead P1/P2 incidents and work closely with Engineering, Product and Customer teams.

This is a hands-on technical leadership role, requiring strong experience in ZTNA, networking, security, authentication and production troubleshooting.

Key Responsibilities

• Lead and mentor the L2 ZTNA support team.
• Act as the primary technical escalation point within Support.
• Own complex customer issues and P1/P2 incidents.
• Lead major incident bridges and drive service restoration.
• Guide engineers through structured troubleshooting and RCA.
• Review and validate technical escalations before Engineering/R&D involvement.
• Manage customer technical escalations and communication.
• Work closely with Engineering/R&D on product defects and complex issues.
• Monitor SLA, MTTR, backlog and support performance.
• Develop troubleshooting guides, SOPs, escalation processes and Knowledge Base articles.
• Identify recurring issues and drive problem-management activities.
• Support customer deployments, upgrades and technical reviews.

Mandatory Skills

• 12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security.
• Strong hands-on experience with ZTNA / Secure Remote Access.
• Strong enterprise networking knowledge.
• Strong understanding of:
• TCP/IP, DNS, Routing and NAT
• Firewall and Proxy technologies
• SSL/TLS, PKI and Certificates
• AD / LDAP
• SSO / MFA
• SAML / OAuth / OIDC
• Experience with Linux and Windows environments.
• Strong P1/P2 and Major Incident Management experience.
• Experience working with Engineering/R&D teams.
• Strong customer and stakeholder management skills.
• Demonstrated technical leadership and mentoring experience.

Good to Have

• SASE / SSE experience
• Enterprise security product experience
• Cloud networking
• SIEM / observability
• Python / Shell / PowerShell
• ITIL
• CCNP / CISSP / Security+ or equivalent certifications