Support Engineer

Job Title: L3 Support Engineer

Experience : 5+ Years

Location: Pune

The role requires deep troubleshooting expertise across networking, security, virtualization, and cloud platforms. You will act as a subject matter expert (SME), working closely with L2 support, engineering, and product teams to resolve complex customer issues and improve overall service reliability.

Key Responsibilities

• Provide Level 3 technical support for Accops products in production environments.
• Troubleshoot complex issues related to authentication, access policies, tunnelling, routing, and performance
• Perform deep packet analysis using tools such as tcpdump, Wireshark, and system logs
• Support deployments across on-prem, virtualized, and cloud environments
• Analyze 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 fixes
• Create KB articles

Required Skills

Technical Skills

• Strong understanding of Accops Product suite.
• Hands-on experience with Hypervisors (VMware ESXi, Hyper-V, or equivalent)
• Solid knowledge of Azure and AWS networking and security concepts
• Advanced troubleshooting experience on Linux and Windows platforms
• In-depth knowledge of Active Directory, including:
• Authentication flows
• Group policies
• LDAP integrations
• SAML
• Strong networking fundamentals:
• TCP/IP, DNS, DHCP, routing, NAT
• VPNs, TLS/SSL
• Experience with Firewalls and WAFs (policy design, logging, troubleshooting)
• Familiarity with packet capture and log analysis tools

Soft Skills

• Strong analytical and problem-solving skills
• Ability to handle high-severity customer escalations
• Excellent written and verbal communication skills
• Customer-focused mindset with attention to detail
• Ability to work independently and in cross-functional teams