Job Title :Technical Lead / Technical Lead ZTNA

Location : Pune & New Delhi, India

Experience : 8-12+ Years

About the Role

We are looking for an experienced ZTNA Support Lead / Technical Lead to own the technical and operational support function for enterprise customers using ZTNA and secure remote-access solutions. The role will lead a dedicated team of L2 ZTNA engineers and act as the primary technical escalation point for complex customer incidents. This is a hands-on technical leadership role, not purely a people-management position.

Key Responsibilities Technical Leadership

- Provide technical leadership to the ZTNA L2 support team.
- Act as the highest technical escalation point within support before Engineering/L3/R&D.;
- Own complex and critical customer issues.
- Guide engineers through troubleshooting and root-cause analysis.
- Review technical troubleshooting performed by L2 engineers.
- Ensure issues are diagnosed systematically rather than escalated prematurely.
- Build and maintain troubleshooting methodologies for common ZTNA issues.

ZTNA & Network Security

- Zero Trust Network Access and secure remote access
- VPN, SASE / SSE
- Identity-based access, authentication and authorization
- MFA, SSO, LDAP / Active Directory
- SAML / OAuth / OIDC
- SSL/TLS, PKI and certificates
- DNS, TCP/IP, routing and NAT
- Firewall and proxy technologies
- Linux and Windows environments
- Enterprise application connectivity

Major Incident Management

- Lead P1/P2 incident bridges.
- Coordinate L1, L2, L3/R&D;, Engineering, Product and customer teams.
- Establish technical ownership during major incidents.
- Drive timely restoration of service.
- Ensure regular customer communication during critical incidents.
- Review incident timelines and identify gaps.
- Drive post-incident RCA and corrective actions.
- Track recurring incidents and initiate problem-management activities.

Customer & Stakeholder Management

- Act as a technical point of contact for key customers.
- Participate in customer technical reviews and escalation calls.




- Understand customer environments and deployment architecture.
- Communicate technical risks and remediation plans to customer stakeholders.
- Work with Customer Success, Professional Services and Sales teams where required.
- Support technical discussions during new deployments, upgrades and migrations.

Team Management

- Lead and mentor the L2 ZTNA support engineers.
- Allocate cases based on severity, complexity and engineer capability.
- Monitor team workload and backlog.
- Ensure SLA adherence.
- Conduct technical reviews of escalated cases.
- Identify skill gaps and define training plans.
- Conduct regular knowledge-sharing sessions.
- Establish shift and escalation coverage where required.
- Build a strong technical ownership culture.

Engineering / Product Collaboration

- Work closely with L3/R&D; and Product Engineering teams.
- Validate suspected product defects before escalation.
- Provide detailed logs, traces, configurations and reproduction steps.
- Track engineering escalations through closure.
- Identify recurring product issues and recommend permanent fixes.
- Provide product feedback based on customer incidents.
- Participate in release readiness and upgrade-impact discussions where required.

Operational Excellence

- Own SLA compliance, MTTA, MTTR, P1/P2 response and incident backlog.
- Improve escalation quality and RCA quality.
- Track customer satisfaction and repeat incidents.
- Develop ZTNA troubleshooting guides, support SOPs and escalation matrices.
- Maintain Knowledge Base articles, incident checklists and known-error documentation.

Required Technical Skills Mandatory

- 812+ years of experience in technical support, network security, ZTNA, VPN,



SASE/SSE or related enterprise security technologies.
- Strong hands-on ZTNA / secure-access experience.
- Strong enterprise networking fundamentals.
- Experience troubleshooting complex production environments.
- Strong knowledge of authentication and identity technologies.
- Strong understanding of SSL/TLS and certificates.
- Experience with Linux and Windows environments.
- Experience managing P1/P2 incidents.
- Experience working with Engineering/R&D; teams.
- Strong customer-facing and stakeholder-management skills.
- Demonstrated technical leadership experience.

Good to Have

- Accops / HySecure experience.
- Enterprise ZTNA platform experience.
- SASE / SSE experience.
- Cloud networking experience.
- SIEM / observability experience.
- Python, Shell or PowerShell scripting.
- ITIL certification.
- CCNP / CISSP / Security+ / equivalent security or networking certification.

Leadership Competencies

- Solid technical ownership and structured problem-solving.
- Ability to lead critical incidents.
- Ability to challenge assumptions and drive evidence-based troubleshooting.
- Strong customer management and communication.
- Ability to mentor engineers.
- Ability to prioritise competing incidents.
- Strong documentation and governance discipline.
- Ability to work across Support, Engineering, Product, Professional Services and Customer Success.

Key Performance Indicators

- SLA compliance
- P1/P2 MTTR
- Escalation effectiveness
- Customer satisfaction
- Backlog health
- Repeat incident reduction
- RCA completion and quality
- Engineering escalation quality
- Team productivity
- Knowledge Base development
- Team technical capability
- Customer escalation reduction

Preferred Candidate Profile The ideal candidate has personally handled complex ZTNA/network-security production issues and subsequently moved into technical leadership. Candidates with only generic helpdesk or non-specialised support-management experience should not be prioritised

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