Support Engineer
Job Description
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
More Info
Key Skills
About Company
Skills:
Servicenow, Wireshark, Nat, Hp, Juniper, Eigrp, Aruba, BGP, Cisco Prime, Vlans, routing, Solarwinds, Palo Alto, Cisco, Splunk, OSPF, switching, Aruba Airwave, STP, Acls, SD-WAN
Skills:
Python Scripting, Jenkins, Git, Docker, Shell scripting, Security Compliance, Azure, Kubernetes, CI/CD pipelines, RHEL Linux, Platform Security
Skills:
VMware, Networking, PowerShell, Dns, Vlans, DHCP, Ccna Certification, Nutanix, Python, Prism, Hyper-V, Backup and Disaster Recovery Solutions, AOS, AHV
Skills:
PowerShell, Bash, Itil, Azure Cloud, Terraform, Ansible, Python, DevOps practices, ACM, Red Hat OpenShift, Acs, SOX frameworks, Infrastructure-as-Code, ARO
Skills:
Printers, Intune, Office 365, Vdi, Laptops, HP desktops, iPads, Active Directory, iPhones, MobileIron MDM, MFPs, Cisco VoIP phones, Windows 11, Citrix VDI