Job Title: ZTNA Support Lead / Technical Lead

nExperience: 12+ Years

nDepartment: Technical Support / Customer Support

nEmployment Type: Full time

nWork Mode: Remote

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nPosition Summary

nWe are looking for an experienced ZTNA Support Lead / Technical Lead to lead a dedicated enterprise ZTNA support team.

nThe 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.

nThis is a hands-on technical leadership role , requiring robust experience in ZTNA, networking, security, authentication and production troubleshooting.

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nKey Responsibilities

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Lead and mentor the L2 ZTNA support team.
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Act as the primary technical escalation point within Support.
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Own complex customer issues and P1/P2 incidents.
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Lead major incident bridges and drive service restoration.
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Guide engineers through structured troubleshooting and RCA.
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Review and validate technical escalations before Engineering/R&D; involvement.
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Manage customer technical escalations and communication.
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Work closely with Engineering/R&D; on product defects and complex issues.
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Monitor SLA, MTTR, backlog and support performance.
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Develop troubleshooting guides, SOPs,



escalation processes and Knowledge Base articles.
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Identify recurring issues and drive problem-management activities.
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Support customer deployments, upgrades and technical reviews.
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nMandatory Skills

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12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security.
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Robust hands-on experience with ZTNA / Secure Remote Access .
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Strong enterprise networking knowledge.
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Strong understanding of:
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TCP/IP, DNS, Routing and NAT
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Firewall and Proxy technologies
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SSL/TLS, PKI and Certificates
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AD / LDAP
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SSO / MFA
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SAML / OAuth / OIDC
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Experience with Linux and Windows environments.
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Strong P1/P2 and Major Incident Management experience.
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Experience working with Engineering/R&D; teams.
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Robust customer and stakeholder management skills.
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Demonstrated technical leadership and mentoring experience.
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nGood to Have

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SASE / SSE experience
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Enterprise security product experience
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Cloud networking
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SIEM / observability
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Python / Shell / PowerShell
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ITIL
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CCNP / CISSP / Security+ or equivalent certifications
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📌 Technical Lead Support Engineer Ztna Networking Raipur (India)
🏢 Info Origin
📍 India