Technical Support Engineer (ZTNA)

Job Summary

We are looking for experienced L2 ZTNA Support Engineers 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.
• 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
• 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.
• 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.
• 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.