Provides L2 technical support for Sectona security and privileged access management solutions. Responsibilities include customer troubleshooting, root-cause analysis, issue resolution, product integration, deployment and maintenance guidance, escalation management, and documenting product bugs with Engineering. The role requires expertise in Microsoft infrastructure, security controls, identity lifecycle management, and role-based access, along with strong customer communication and independent problem-solving skills.
Roles and Responsibilities:
The Support Engineer is a seasoned professional who understands challenges faced by organizations 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 a 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.
Requirements
Required Skills and Experience:
- B.Sc (CS)/ B.Sc. (IT)/ IT Diploma/ B.E.
- 3-5 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.
You should apply if....
- Care about contributing to an amazing work culture and environment.
- Are comfortable with the fast-paced, mercurial nature of a tech startup.
- Have impeccable communication - both verbal and written
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