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.
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.
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