Support Engineer

Job Title: L3 Support Engineer Experience : 5+ YearsLocation: 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 ResponsibilitiesProvide Level 3 technical support for Accops products in production environments.Troubleshoot complex issues related to authentication, access policies, tunnelling, routing, and performancePerform deep packet analysis using tools such as tcpdump, Wireshark, and system logsSupport deployments across on-prem, virtualized, and cloud environmentsAnalyze and resolve issues involving:Hypervisors (VMware, Hyper-V, KVM)Cloud platforms: Azure and AWSLinux and Windows operating systemsActive Directory (AD), LDAP, SSO, MFA integrationsFirewalls, WAFs, and network security appliancesCollaborate with Product Engineering and DevOps teams for root cause analysis and bug fixesCreate KB articlesRequired SkillsTechnical SkillsStrong 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 conceptsAdvanced troubleshooting experience on Linux and Windows platformsIn-depth knowledge of Active Directory, including:Authentication flowsGroup policiesLDAP integrationsSAMLStrong networking fundamentals:TCP/IP, DNS, DHCP, routing, NATVPNs, TLS/SSLExperience with Firewalls and WAFs (policy design, logging, troubleshooting)Familiarity with packet capture and log analysis toolsSoft SkillsStrong analytical and problem-solving skillsAbility to handle high-severity customer escalationsExcellent written and verbal communication skillsCustomer-focused mindset with attention to detailAbility to work independently and in cross-functional teams

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