L3 Support Engineer | Subject Matter Expert (SME)
Accops Products – Escalation and Technical Support Role
Job Title
L3 Support Engineer | SME – HySecure/Networking
Role Overview
The Escalation Engineer is a pivotal technical specialist, responsible for providing advanced support on Accops products to customers facing complex and critical production issues. The position entails handling technically demanding cases, including escalations that necessitate bespoke solutions. Support is delivered via multiple modes such as phone, email, and remote access, ensuring swift resolution and enhanced customer satisfaction.
This engineer collaborates directly with customers to diagnose and address politically sensitive and technically intricate problems. The role leverages deep expertise to offer tailored solutions and maintains explicit communication throughout the escalation process.
Job Description/Responsibilities
Key Responsibilities
Deliver Level 3 technical support for Accops HySecure and HyID products in live production environments.
Diagnose and resolve complex technical challenges involving AAA, SSL, SSL Tunnel, Routing, Switching, Access policies, MFA, and performance etc.
Conduct deep packet analysis using tools like tcpdump, Wireshark and system logs.
Support deployments across on-premises, virtualised, and cloud-based environments.
Investigate and resolve issues involving:
Hypervisors (VMware, Hyper-V, KVM)
Cloud platforms: Azure and AWS
Linux and Windows operating systems
Active Directory (AD), LDAP, SSO, MFA integrations
Firewalls, WAFs, and network security appliances
Collaborate with Product Engineering and DevOps teams for root cause analysis and bug resolution.
Create and maintain knowledge base (KB) articles.
Required Experience/Skills
Graduate Degree in BE/B.Tech from a recognised university.
At least 5 years of relevant technical support experience in an OEM setting.
Strong knowledge of Accops HyWorks, HyID Product suite or other similar Access Gateway(SSL,
📌 Senior Support Engineer (India)
🏢 Accops
📍 India