Lead Technical Support Engineer - ZTNA /n Location: Remote (Delhi) /n About the Role /n We'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. /n Key Responsibilities /n /n
Lead and mentor L2 ZTNA/Network Security engineers.

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Act as the primary escalation point for complex customer issues.

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Troubleshoot ZTNA, VPN, SASE/SSE, MFA, SSO, LDAP, Active Directory, SSL/TLS, PKI, DNS, routing, firewalls, and proxy-related issues.

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Lead P1/P2 major incidents, coordinate cross-functional teams, and drive RCA activities.

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Collaborate with Engineering, Product, and Customer Success teams to resolve critical issues.

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Monitor SLAs, MTTR, backlog health, and customer satisfaction.

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Develop SOPs, troubleshooting guides, and knowledge base documentation.





/n /n Required Experience & Skills /n /n
12+ years in Technical Support, Network Security, ZTNA, VPN, SASE/SSE, or related technologies.

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Robust hands-on experience with ZTNA and enterprise networking.

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Expertise in SSO, MFA, LDAP, AD, SAML, OAuth, OIDC, SSL/TLS, and PKI.

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Experience troubleshooting complex Linux and Windows settings.

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Proven experience managing major incidents and customer escalations.

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Solid customer communication, stakeholder management, and team leadership skills.

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Experience with enterprise ZTNA platforms, SASE/SSE, and cloud networking.

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SIEM/Observability tools exposure.

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Python, Shell, or PowerShell scripting.

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ITIL, CCNP, CISSP, Security+, or similar certifications.

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📌 Lead Technical Support Engineer Ztna Delhi
🏢 Info Origin
📍 Delhi