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 clear 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.
- Robust knowledge of
Accops HyWorks, HyID Product su
📌 Senior Support Engineer (Pune)
🏢 Accops
📍 Pune
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