About the Role

Key Responsibilities

• Provide L2 technical support for enterprise ZTNA customers.
• Troubleshoot complex product, connectivity, authentication and access-related incidents.
• Analyse issues across the endpoint, ZTNA client/agent, secure access gateway, identity provider, network, application and backend infrastructure.
• Handle escalated P1/P2 incidents from L1 support.
• Perform root-cause analysis and provide permanent or workaround solutions.
• Analyse logs, traces, configuration files and system behaviour.
• Reproduce customer issues in lab/test environments where required.
• Work closely with L3 Engineering/R&D teams for product defects and complex technical issues.

ZTNA / Security Troubleshooting

• Zero Trust Network Access (ZTNA)
• VPN technologies and secure remote access
• Identity-based access control
• Authentication and authorization
• MFA and SSO
• LDAP / Active Directory
• SAML / OAuth / OIDC concepts
• SSL/TLS and certificates
• DNS, TCP/IP and HTTP/HTTPS
• Proxy and firewall concepts
• Network routing and NAT
• Enterprise network security

Product Support

• Support ZTNA gateways, connectors, clients and related components.
• Perform configuration validation and troubleshooting.
• Support upgrades, patches and configuration changes.
• Assist customers with deployment and post-deployment issues.
• Support integrations with identity providers and enterprise applications.
• Participate in customer troubleshooting calls and technical bridge calls.

Incident & Problem Management

• Own assigned incidents until resolution or appropriate escalation.
• Maintain accurate case notes and troubleshooting documentation.
• Follow defined SLA and escalation processes.
• Identify recurring incidents and initiate problem-management activities.
• Contribute to RCA documents for major incidents.
• Create and maintain Knowledge Base articles and troubleshooting guides.

Customer Communication

• Communicate effectively with enterprise IT and security teams.
• Explain technical issues and recommended remediation clearly.
• Participate in customer calls during critical incidents.
• Provide regular updates on open P1/P2 cases.
• Maintain professional communication during high-severity incidents.

Required Technical Skills – Mandatory

• 4–8 years of experience in enterprise technical support, network security or security products.
• Hands-on experience with ZTNA or equivalent secure remote-access technologies.
• Strong networking fundamentals and troubleshooting skills.
• Working knowledge of TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, routing, NAT, firewall and proxy concepts.
• Experience with Active Directory, LDAP, SAML, MFA and SSO.
• Experience supporting Linux and/or Windows environments.
• Good understanding of certificates and PKI concepts.
• Experience handling P1/P2 production incidents.
• Strong customer-facing communication skills.

Good to Have

• Accops / HySecure experience.
• SASE / SSE platform experience.
• AWS, Azure or GCP exposure.
• SIEM/logging platform experience.
• Python, Shell or PowerShell scripting.
• ITIL certification.
• CCNA, CCNP, Security+, PCNSE, NSE or equivalent.

Behavioural Competencies

• Strong analytical and troubleshooting ability.
• Ability to work independently and take ownership.
• Customer-focused approach.
• Ability to remain calm during critical production incidents.
• Strong written and verbal communication.
• Good documentation discipline.
• Ability to collaborate with L1, L3/R&D, Engineering and Product teams.
• Willingness to work in shifts / extended support windows when required.

Key Performance Indicators

• SLA compliance
• MTTA / MTTR
• P1/P2 incident handling
• First-time / first-contact resolution contribution
• Escalation quality
• Case backlog
• RCA quality
• Customer satisfaction
• Knowledge Base contribution
• Incident recurrence reduction

Preferred Candidate Profile