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.
Robust hands-on experience with ZTNA / Secure Remote Access.
Robust enterprise networking knowledge.
Robust 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 / PowerShell
ITIL
CCNP / CISSP / Security+ or equivalent certifications
📌 Technical Lead Support Engineer Ztna Networking Delhi Division
🏢 Info Origin
📍 Delhi Division
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