Job Title: ZTNA Support Lead / Technical LeadExperience: 12+ YearsDepartment: Technical Support / Customer SupportEmployment Type: Full-timeWork Mode: RemotePosition SummaryWe are looking for an experienced ZTNA Support Lead / Technical Lead to lead a dedicated enterprise ZTNA support team.The role will provide technical leadership to 4 L2 ZTNA Support Engineers, manage complex customer escalations, lead P1/P2 incidents and work closely with Engineering, Product and Customer teams.This is a hands-on technical leadership role, requiring strong experience in ZTNA, networking, security, authentication and production troubleshooting.Key ResponsibilitiesLead and mentor the L2 ZTNA support team.Act as the primary technical escalation point within Support.Own complex customer issues and P1/P2 incidents.Lead major incident bridges and drive service restoration.Guide engineers through structured troubleshooting and RCA.Review and validate technical escalations before Engineering/R&D; involvement.Manage customer technical escalations and communication.Work closely with Engineering/R&D; on product defects and complex issues.Monitor SLA, MTTR,



backlog and support performance.Develop troubleshooting guides, SOPs, escalation processes and Knowledge Base articles.Identify recurring issues and drive problem-management activities.Support customer deployments, upgrades and technical reviews.Mandatory Skills12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security.Robust hands-on experience with ZTNA / Secure Remote Access.Strong enterprise networking knowledge.Strong understanding of:TCP/IP, DNS, Routing and NATFirewall and Proxy technologiesSSL/TLS, PKI and CertificatesAD / LDAPSSO / MFASAML / OAuth / OIDCExperience with Linux and Windows environments.Strong P1/P2 and Major Incident Management experience.Experience working with Engineering/R&D; teams.Strong customer and stakeholder management skills.Demonstrated technical leadership and mentoring experience.Good to HaveSASE / SSE experienceEnterprise security product experienceCloud networkingSIEM / observabilityPython / Shell / PowerShellITILCCNP / CISSP / Security+ or equivalent certifications

📌 Technical Lead Support Engineer- Ztna (Networking) (Kanpur)
🏢 Info Origin
📍 Kanpur