About the Role

We are looking for experienced L2 ZTNA Support Engineers/ Technical Support Engineer to join a dedicated technical support team responsible for supporting enterprise customers using Zero Trust Network Access (ZTNA) and secure remote-access solutions. The engineer will provide L2 technical support, incident troubleshooting, problem analysis, customer communication and escalation management for ZTNA deployments.

Key Responsibilities

- Provide L2 technical support for enterprise ZTNA customers.
- Troubleshoot complex product, connectivity, authentication and access-related incidents.
- Analyse issues across the endpoint, ZTNA client/agent, secure access gateway, identity provider, network, application and backend infrastructure.
- Handle escalated P1/P2 incidents from L1 support.
- Perform root-cause analysis and provide permanent or workaround solutions.
- Analyse logs, traces, configuration files and system behaviour.
- Reproduce customer issues in lab/test environments where required.
- Work closely with L3 Engineering/R&D; teams for product defects and complex technical issues.

ZTNA / Security Troubleshooting

- Zero Trust Network Access (ZTNA)
- VPN technologies and secure remote access
- Identity-based access control
- Authentication and authorization
- MFA and SSO
- LDAP / Active Directory
- SAML / OAuth / OIDC concepts
- SSL/TLS and certificates
- DNS, TCP/IP and HTTP/HTTPS
- Proxy and firewall concepts
- Network routing and NAT
- Enterprise network security

Product Support

- Support ZTNA gateways, connectors, clients and related components.
- Perform configuration validation and troubleshooting.
- Support upgrades, patches and configuration changes.




- Assist customers with deployment and post-deployment issues.
- Support integrations with identity providers and enterprise applications.
- Participate in customer troubleshooting calls and technical bridge calls.

Incident & Problem Management

- Own assigned incidents until resolution or appropriate escalation.
- Maintain accurate case notes and troubleshooting documentation.
- Follow defined SLA and escalation processes.
- Identify recurring incidents and initiate problem-management activities.
- Contribute to RCA documents for major incidents.
- Create and maintain Knowledge Base articles and troubleshooting guides.

Customer Communication

- Communicate effectively with enterprise IT and security teams.
- Explain technical issues and recommended remediation clearly.
- Participate in customer calls during critical incidents.
- Provide regular updates on open P1/P2 cases.
- Maintain professional communication during high-severity incidents.

Required Technical Skills Mandatory

- 48 years of experience in enterprise technical support, network security or security products.
- Hands-on experience with ZTNA or equivalent secure remote-access technologies.
- Strong networking fundamentals and troubleshooting skills.
- Working knowledge of TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, routing, NAT,



firewall and proxy concepts.
- Experience with .
- Experience supporting Linux and/or Windows environments.
- Good understanding of certificates and PKI concepts.
- Experience handling P1/P2 production incidents.
- Strong customer-facing communication skills.

Positive to Have

- Accops / HySecure experience.
- SASE / SSE platform experience.
- AWS, Azure or GCP exposure.
- SIEM/logging platform experience.
- Python, Shell or PowerShell scripting.
- ITIL certification.
- CCNA, CCNP, Security+, PCNSE, NSE or equivalent.

Behavioural Competencies

- Strong analytical and troubleshooting ability.
- Ability to work independently and take ownership.
- Customer-focused approach.
- Ability to remain calm during critical production incidents.
- Strong written and verbal communication.
- Good documentation discipline.
- Ability to collaborate with L1, L3/R&D;, Engineering and Product teams.
- Willingness to work in shifts / extended support windows when required.

Key Performance Indicators

- SLA compliance
- MTTA / MTTR
- P1/P2 incident handling
- First-time / first-contact resolution contribution
- Escalation quality
- Case backlog
- RCA quality
- Customer satisfaction
- Knowledge Base contribution
- Incident recurrence reduction

Preferred Candidate Profile Prioritise candidates with experience supporting an enterprise ZTNA, VPN, SSE, SASE or network-security product. Strong experience in secure remote access + networking + authentication + enterprise security troubleshooting should be prioritised.

Reporting

Reports to ZTNA Support Lead / Support Manager

📌 Technical Support Engineer (Delhi)
🏢 Accops Systems
📍 Delhi