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Job Title: ZTNA Support Lead / Technical Lead
Experience: 12+ Years
Department: Technical Support / Customer Support
Employment Type: Full-time
Work Mode: Remote
Position Summary
We are looking for an experienced ZTNA Support Lead / Technical Lead to lead a dedicated enterprise ZTNA support team.
The role will provide technical leadership to 4 L2 ZTNA Support Engineers, manage complex customer escalations, lead P1/P2 incidents and work closely with Engineering, Product and Customer teams.
This is a hands-on technical leadership role, requiring strong experience in ZTNA, networking, security, authentication and production troubleshooting.
Key Responsibilities
Lead and mentor the L2 ZTNA support team.
Act as the primary technical escalation point within Support.
Own complex customer issues and P1/P2 incidents.
Lead major incident bridges and drive service restoration.
Guide engineers through structured troubleshooting and RCA.
Review and validate technical escalations before Engineering/R&D involvement.
Manage customer technical escalations and communication.
Work closely with Engineering/R&D on product defects and complex issues.
Monitor SLA, MTTR, backlog and support performance.
Develop troubleshooting guides, SOPs, escalation processes and Knowledge Base articles.
Identify recurring issues and drive problem-management activities.
Support customer deployments, upgrades and technical reviews.
Mandatory Skills
12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security.
Strong hands-on experience with ZTNA / Secure Remote Access.
Strong enterprise networking knowledge.
Strong understanding of:
TCP/IP, DNS, Routing and NAT
Firewall and Proxy technologies
SSL/TLS, PKI and Certificates
AD / LDAP
SSO / MFA
SAML / OAuth / OIDC
Experience with Linux and Windows environments.
Strong P1/P2 and Major Incident Management experience.
Experience working with Engineering/R&D teams.
Strong customer and stakeholder management skills.
Demonstrated technical leadership and mentoring experience.
Good to Have
SASE / SSE experience
Enterprise security product experience
Cloud networking
SIEM / observability
Python / Shell / PowerShell
ITIL
CCNP / CISSP / Security+ or equivalent certifications
Work arrangement
Yes
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