Accops
Website:
accops.com
Job details:
L3 Support Engineer | Subject Matter Expert (SME)
Accops Products – Escalation and Technical Support Role
Job Title
L3 Support Engineer | SME – HySecure/Networking
Role Overview
The Escalation Engineer is a pivotal technical specialist, responsible for providing advanced support on Accops products to customers facing complex and critical production issues. The position entails handling technically demanding cases, including escalations that necessitate bespoke solutions. Support is delivered via multiple modes such as phone, email, and remote access, ensuring swift resolution and enhanced customer satisfaction.
This engineer collaborates directly with customers to diagnose and address politically sensitive and technically intricate problems. The role leverages deep expertise to offer tailored solutions and maintains clear communication throughout the escalation process.
Job Description/Responsibilities
Key Responsibilities
- Deliver Level 3 technical support for Accops HySecure and HyID products in live production environments.
- Diagnose and resolve complex technical challenges involving AAA, SSL, SSL Tunnel, Routing, Switching, Access policies, MFA, and performance etc.
- Conduct deep packet analysis using tools like tcpdump, Wireshark and system logs.
- Support deployments across on-premises, virtualised, and cloud-based environments.
- Investigate and resolve issues involving:
- Hypervisors (VMware, Hyper-V, KVM)
- 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 resolution.
- Create and maintain knowledge base (KB) articles.
Required Experience/Skills
- Graduate Degree in BE/B.Tech from a recognised university.
- At least 5 years of relevant technical support experience in an OEM setting.
- Strong knowledge of Accops HyWorks, HyID Product suite or other similar Access Gateway(SSL, SSL VPN, IPSec etc) and IDAM technologies
- Operating Systems - Comprehensive understanding of Windows (client and server OS) and Linux OS.
Operating Systems
- Comprehensive understanding of Windows (client and server OS) and Linux OS.
Networking
- Strong understanding of OSI and TCP models
- Strong understanding of DNS, DHCP, IP addressing, TCP, UDP, SSL protocols.
- Strong understanding of LAN, WAN, MPLS and other networking systems
Security & Directory Services
- Understanding of Active Directory and Group Policies.
- In-depth knowledge of Active Directory, including:
- Authentication flows
- Group policies
- LDAP integrations
- SAML
Cybersecurity
- Hands-on experience with Zero Trust technologies , Load balancers, Firewalls , Access Gateways, IDS/IPS, NgFw etc
- Good to have knowledge of Cloud Security, DLP’s and other Cybersecurity ecosystems
IDAM
- Hands-on experience with IDAM technologies
- Deep understanding multifactor or n factor Authentication
- Understanding different Authentication protocols, not limited to LDAP,SAML etc
Troubleshooting & Tools
- Excellent command of packet capture and log analysis tools (e.g. Wireshark, tcpdump, Fiddler, browser debug tools, etc.)
- Knowledge of Windows and Linux specific tools
- Ability to write and debug basic scripts in Powershell or similar scripting languages.
Soft Skills
- Quick learner
- Strong analytical and problem-solving abilities.
- Capability to manage high-severity customer escalations.
- Outstanding written and verbal communication skills.
- Customer-centric approach with meticulous attention to detail.
- Ability to operate independently as well as within cross-functional teams.
Click on Apply to know more.
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