Job Title: ZTNA Support Lead / Technical Lead

Experience: 12+ Years

Department: Technical Support / Customer Support

Employment Type: Full-time

Work Mode: Remote

Position Summary

We 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 Responsibilities Lead 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 Skills 12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security. Strong hands-on experience with ZTNA / Secure Remote Access . Strong enterprise networking knowledge.

Strong understanding of: TCP/IP, DNS, Routing and NAT Firewall and Proxy technologies SSL/TLS, PKI and Certificates AD / LDAP SSO / MFA SAML / OAuth / OIDC Experience with Linux and Windows environments. Solid 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 Have SASE / SSE experience Enterprise security product experience Cloud networking SIEM / observability Python / Shell / Power Shell ITIL CCNP / CISSP / Security+ or equivalent certifications

📌 Technical Lead Support Engineer- Ztna (networking) (Delhi)
🏢 Info Origin
📍 Delhi