Job Description
Lead Technical Support Engineer - ZTNA
nLocation: Remote (Delhi)
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nAbout the Role
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nWe‘re looking for a seasoned Technical Lead to manage L2 support operations for ZTNA and Network Security solutions. You will lead a team of engineers, handle critical customer escalations, drive major incident resolution, and work closely with Engineering and Product teams.
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nKey Responsibilities
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- Lead and mentor L2 ZTNA/Network Security engineers.n
- Act as the primary escalation point for complex customer issues.n
- Troubleshoot ZTNA, VPN, SASE/SSE, MFA, SSO, LDAP, Active Directory, SSL/TLS, PKI, DNS, routing, firewalls, and proxy-related issues.n
- Lead P1/P2 major incidents, coordinate cross-functional teams, and drive RCA activities.n
- Collaborate with Engineering, Product, and Customer Success teams to resolve critical issues.n
- Monitor SLAs, MTTR, backlog health, and customer satisfaction.n
- Develop SOPs, troubleshooting guides,



and knowledge base documentation.n

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nRequired Experience & Skills
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- 12+ years in Technical Support, Network Security, ZTNA, VPN, SASE/SSE, or related technologies.n
- Robust hands-on experience with ZTNA and enterprise networking.n
- Expertise in SSO, MFA, LDAP, AD, SAML, OAuth, OIDC, SSL/TLS, and PKI.n
- Experience troubleshooting complex Linux and Windows environments.n
- Proven experience managing major incidents and customer escalations.n
- Strong customer communication, stakeholder management, and team leadership skills.n

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nNice to Have
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- Experience with enterprise ZTNA platforms, SASE/SSE, and cloud networking.n
- SIEM/Observability tools exposure.n
- Python, Shell, or PowerShell scripting.n
- ITIL, CCNP, CISSP, Security+, or similar certifications.n

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📌 Lead Technical Support Engineer- ZTNA (New Delhi)
🏢 Info Origin
📍 New Delhi