The Role
Provide customer-facing technical support for Sectona security and PAM products. Troubleshoot issues end to end, identify root causes, coordinate escalations with Engineering, document bugs and solutions, and create knowledge-base content. The role requires expertise in Microsoft infrastructure, including Windows Server, Active Directory, DNS, DHCP, Group Policy, and IIS, plus familiarity with virtualization and cloud platforms. Responsibilities also include L2 PAM support, customer communication, and security access-management concepts.
Summary Generated by Built In
The Support Engineer is a seasoned professional who understands
challenges faced by organization in implementing security technologies in
hybrid environments. You will be engaged in firsthand customer interactions to
resolve customer issues. If you have technical depth and desire to work in
dynamic and high growth environment, this role is for you.
- Provide
well-thought out and reliable direction, both in technical and
non-technical terms, to help customers integrate, deploy and maintain the
Sectona products.
- Take
end-to-end ownership of customer issues, including initial
troubleshooting, identification of root cause and issue resolution.
- Meet
or exceed customer expectations on response quality, timeliness of
responses and overall customer experience.
- Serve
as internal and external point of contact on customer issues and ensure
they are resolved as expediently as possible.
- Collect
information and document bugs with Engineering for product issues that are
impacting customers.
- Provide
feedback to the training and documentation organization so that common or
emerging issues can be addressed before they become serious or widespread.
- Create process or
troubleshooting documentation in the support knowledge base.
Requirements
Skills and Experience:
- B.Sc.
(CS)/ B.Sc. (IT)/ IT Diploma/ B.E.
- 1.5-3
years’ experience of Support Engineering/ Customer Support/ Technical
support/ System administration or related customer facing role.
Freshers are encouraged to apply. - Expertise
in core Microsoft product stack, including Windows Server, Windows
Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
- Experience
with VMWare virtual environments, AWS Cloud Services or Microsoft Azure
Platforms is preferred.
- Advanced
troubleshooting & technical escalation management.
- Implement,
Operate and provide L2 Support for PAM solutions.
- Demonstrate
an understanding of risk management, security policies and controls,
user account life-cycle management and role-based access.
- Ability
to learn new technologies quickly.
- Excellent
relationship management, customer service and communication skills in
variety of forms (written, live chat, conference calls, in-person.)
- Ability
to work independently with little direct supervision and as a part of a
team.
- Ability
to remain calm, composed and articulate when dealing with tough customer
situations.
Skills Required
- B.Sc. in Computer Science, B.Sc. in Information Technology, IT Diploma, or B.E.
- 1.5–3 years of experience in support engineering, customer support, technical support, system administration, or a related customer-facing role
- Expertise with Windows Server and Windows Workstation
- Experience with Active Directory, DNS, DHCP, Group Policy, and IIS
- Advanced troubleshooting and technical escalation management skills
- Ability to implement, operate, and provide L2 support for PAM solutions
- Understanding of risk management, security policies and controls, user account lifecycle management, and role-based access
- Excellent relationship management, customer service, and written and verbal communication skills
- Ability to work independently and collaboratively with limited supervision
- Ability to remain calm and articulate during difficult customer situations
- Experience with VMware virtual environments, AWS Cloud Services, or Microsoft Azure
- Ability to learn new technologies quickly
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Sectona is a cybersecurity product company focused on privileged access management and endpoint protection. It helps enterprises secure privileged identities and access while improving visibility, control, and responsiveness. Founded in 2017, the company was established around the belief that security should be simple, intuitive, and powerful. Sectona’s technology is designed to address organizational access-security needs with a practical enterprise focus.
