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.
Robust knowledge of
Accops HyWorks, HyID Product su

📌 Senior Support Engineer Pune
🏢 Accops
📍 Pune