Technical Support Engineer

Accops Systems; Pune District, Mumbai, Delhi; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Accops Systems in Pune is seeking an experienced L2 ZTNA Support Engineer to join the technical support team. You will handle enterprise customer incidents, perform root cause analysis, and collaborate with L3/R&D on complex issues.

The role requires hands-on ZTNA experience, strong networking fundamentals, and excellent customer communication. You will participate in shift-based support and contribute to knowledge bases and incident response processes.

Qualifications

• 46 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.

Responsibilities

• Provide L2 technical support for enterprise ZTNA customers.
• Troubleshoot complex product, connectivity, authentication and access-related incidents.
• Analyse issues across 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.

Skills

ZTNA

Networking fundamentals

Incident handling

Customer communication

Troubleshooting

Linux/Windows

PKI/certificates

Tools

Accops / HySecure experience

AWS/Azure/GCP

SIEM/logging platform

Python/Shell/PowerShell scripting

Job description

About the Role

We are looking for experienced L2 ZTNA Support Engineers/ Technical Support Engineer to join a dedicated technical support team responsible for supporting enterprise customers using Zero Trust Network Access (ZTNA) and secure remote-access solutions. The engineer will provide L2 technical support, incident troubleshooting, problem analysis, customer communication and escalation management for ZTNA deployments.

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

• 48 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 .
• 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

Prioritise candidates with experience supporting an enterprise ZTNA, VPN, SSE, SASE or network-security product. Strong experience in secure remote access + networking + authentication + enterprise security troubleshooting should be prioritised.

Reporting

Reports to ZTNA Support Lead / Support Manager