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