Lead technical support engineer- ztna

Lead Technical Support Engineer - ZTNA

Location: Remote (Delhi)

About the Role

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.

Key Responsibilities

Lead and mentor L2 ZTNA/Network Security engineers. Act as the primary escalation point for complex customer issues. Troubleshoot ZTNA, VPN, SASE/SSE, MFA, SSO, LDAP, Active Directory, SSL/TLS, PKI, DNS, routing, firewalls, and proxy-related issues. Lead P1/P2 major incidents, coordinate cross-functional teams, and drive RCA activities. Collaborate with Engineering, Product, and Customer Success teams to resolve critical issues. Monitor SLAs, MTTR, backlog health, and customer satisfaction. Develop SOPs, troubleshooting guides, and knowledge base documentation.

Required Experience & Skills

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

Nice to Have

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