ProNoesis - PAM/Identity Security Support Engineer

Description :

About the Role :

We are seeking a technically strong PAM / Identity Security Support Engineer with hands-on experience in Sectona or similar Privileged Access Management tools. The ideal candidate will have deep understanding of enterprise security challenges, hybrid IT environments, and customer-facing technical support. This role requires end-to-end ownership of customer issues, including troubleshooting, root cause identification, and solution deployment.

Key Responsibilities :

Technical Support & Troubleshooting :

- Provide expert-level support for Sectona PAM deployments across on-premise, cloud, and hybrid environments.

- Perform in-depth analysis and troubleshooting of authentication failures, vault issues, session monitoring problems, connector failures, and system integrations.

- Own customer cases from initiation to closure, ensuring timely updates, accurate diagnosis, and complete resolution.

- Document issues, debug logs, and RCA reports.

Customer Interaction & Issue Management :

- Act as the primary point of contact for customers regarding product issues, escalations, and configuration queries.

- Provide clear technical and non-technical guidance on integrating, deploying, and maintaining Sectona modules.

- Ensure customer satisfaction through high-quality responses, SLA adherence, and proactive communication.

- Work closely with client stakeholders, internal engineering teams, and product SMEs to resolve complex issues.

Product & Engineering Collaboration :

- Reproduce issues, collect diagnostics, and file detailed bug reports for engineering teams.

- Work with R&D to analyze product defects impacting customer environments.

- Participate in product improvement discussions by sharing insights from field usage.

Documentation & Knowledge Management :

- Create and update troubleshooting guides, SOPs, and knowledge base articles.

- Provide feedback to documentation and training teams to improve customer-facing materials.

- Maintain internal repositories for known issues, solution steps, and best practices.

Required Technical Skills :

Core PAM Skills (Mandatory) :

- Hands-on experience with Sectona Privileged Access Management platform.

- Strong understanding of privileged access workflows, credential vaulting, session management, approval workflows, and password rotation.

Identity & Security Technologies :

- Knowledge of Identity & Access Management (IAM) concepts.

- Familiarity with LDAP, Active Directory, Azure AD, and role/group-based access models.

- Understanding of Zero Trust, least privilege, and identity governance principles.

Technical Troubleshooting Expertise :

- Ability to analyze logs, database entries, backend system messages, and server-level issues.

- Experience diagnosing issues in hybrid infrastructures (Windows/Linux/Network).

- Understanding of REST APIs, connectors, and third-party system integrations.

Infrastructure & Platform Skills :

- Hands-on with Windows Server, Linux OS, network protocols, and firewall basics.

- Basic scripting for automation (PowerShell / Bash preferred).

- Exposure to virtualization or cloud platforms (AWS / Azure) is a plus.