Support Engineer

Accops; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading technology company located in Pune is seeking a Level 3 Technical Support Engineer. In this role, you will act as a subject matter expert, providing advanced troubleshooting for system issues, especially in authentication, cloud platforms, and security. You will work closely with L2 support and various engineering teams to enhance service reliability. A strong understanding of networking, virtualization, and Accops product suite is essential for success in this position.

Qualifications

• Strong analytical and problem-solving skills.
• Ability to handle high-severity customer escalations.
• Excellent written and verbal communication skills.

Responsibilities

• Provide Level 3 technical support for products in production environments.
• Troubleshoot complex issues related to authentication and access policies.
• Perform deep packet analysis using tools like tcpdump and Wireshark.
• Support deployments across on-prem, virtualized, and cloud environments.
• Collaborate with Product Engineering and DevOps teams for root cause analysis.

Skills

Strong understanding of Accops Product suite.

Hands-on experience with Hypervisors

Solid knowledge of Azure and AWS networking

Advanced troubleshooting experience on Linux and Windows

In-depth knowledge of Active Directory

Experience with Firewalls and WAFs

Familiarity with packet capture and log analysis tools

Tools

tcpdump

Wireshark

Job description

The role requires deep troubleshooting expertise across networking, security, virtualization, and cloud platforms. You will act as a subject matter expert (SME), working closely with L2 support, engineering, and product teams to resolve complex customer issues and improve overall service reliability.

Key Responsibilities

• Provide Level 3 technical support for Accops products in production environments.
• Troubleshoot complex issues related to authentication, access policies, tunnelling, routing, and performance
• Perform deep packet analysis using tools such as tcpdump, Wireshark, and system logs
• Support deployments across on-prem, virtualized, and cloud environments
• Analyze and resolve issues involving:
• Cloud platforms: Azure and AWS
• Linux and Windows operating systems
• Active Directory (AD), LDAP, SSO, MFA integrations
• Firewalls, WAFs, and network security appliances
• Collaborate with Product Engineering and DevOps teams for root cause analysis and bug fixes
• Create KB articles

Required Skills

Technical Skills

• Strong understanding of Accops Product suite.
• Hands‑on experience with Hypervisors (VMware ESXi, Hyper‑V, or equivalent)
• Solid knowledge of Azure and AWS networking and security concepts
• Advanced troubleshooting experience on Linux and Windows platforms
• In‑depth knowledge of Active Directory, including:
• LDAP integrations
• SAML
• TCP/IP, DNS, DHCP, routing, NAT
• VPNs, TLS/SSL
• Experience with Firewalls and WAFs (policy design, logging, troubleshooting)
• Familiarity with packet capture and log analysis tools

Soft Skills

• Strong analytical and problem‑solving skills
• Ability to handle high‑severity customer escalations
• Excellent written and verbal communication skills
• Customer‑focused mindset with attention to detail
• Ability to work independently and in cross‑functional teams