ProNoesis - PAM Support Engineer

Description:

About the Role

We are seeking a proactive and technically adept PAM Support Engineer to join our support operations team. The ideal candidate will have hands-on experience in Privileged Access Management (PAM) toolspreferably Sectonaand a strong aptitude for diagnosing, resolving, and preventing technical issues. This role requires both deep technical understanding and exceptional customer relationship skills to ensure seamless service delivery.

Key Responsibilities:

- Provide end-to-end technical support for PAM solutions, with a focus on Sectona or equivalent platforms.

- Own and manage customer support cases, including issue identification, troubleshooting, root cause analysis, and resolution.

- Collaborate cross-functionally with internal product, engineering, and documentation teams to ensure timely issue resolution.

- Maintain detailed documentation of incidents, fixes, and workarounds in internal knowledge bases.

- Gather and communicate product improvement feedback from customers to the product development team.

- Ensure a customer-centric support experience, balancing technical precision with clear communication.

- Manage escalations effectively while maintaining professionalism and composure under pressure.

Required Skills & Qualifications:

- 25 years of experience in technical support, product support, or infrastructure support roles.

- Practical experience with PAM technologies (Sectona preferred; CyberArk, BeyondTrust, or Thycotic accepted).

- Strong understanding of identity and access management (IAM) concepts, credential vaulting, and session monitoring.

- Proficiency in Windows/Linux environments, network troubleshooting, and security configurations.

- Excellent analytical, communication, and problem-solving abilities.

- Ability to work independently, handle multiple priorities, and drive issues to closure.

Preferred Skills:

- Exposure to scripting or automation (PowerShell, Python, or Bash).

- Familiarity with ITSM tools (ServiceNow, JIRA, or similar).

- Certifications in cybersecurity or PAM technologies (e.g., Sectona Certified, CyberArk Defender, etc.) are a plus.