Info Origin Inc.
Website:
infoorigin.com
Job details:
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
Click on Apply to know more.
