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Sr. Technical Services Engineer
4 months ago
Job Title - Sr. Technical Services Engineer
Job Location - Baner, Pune
About Company
Our client is a pioneering Identity SecOps provider that arms identity and cybersecurity teams with end-to-end, real-time identity security posture management and threat detection. They are designed to secure identity and access in any cloud (e.g. AWS, Azure), as well as on-premises or data centers. In 2022, Gartner recognized our client as a Cool Vendor in Identity-First Security.
The product is heavily driven by data analytics as well as AI/ML (in the near future). The core idea is to analyze events & logs from enterprise systems & networks to enable the use cases we are trying to solve in the area of identity & access security.
Position Overview
As a Sr. Technical Services Engineer, you will act as the primary technical contact for our client operations in key customer accounts. You will be helping our customers manage their product solution, strengthen their identity security posture, and maintain compliance with industry regulations by analyzing, detecting, and responding to identity-related threats. Collaboration with cross-functional teams, including Sales, Engineering, Marketing, and Solutions to ensure a seamless customer experience is integral to this role.
Responsibilities
● Provide technical services and support for Product operations - deployment, configuration, and management of the customer solution.
● Provide guidance and training to customers on best practices and the effective use of the Product platform.
● Create and maintain the basic content for detailed technical documentation, including troubleshooting guides, knowledge base articles, demos for training customers and solutions/sales engineers, and incident reports.
● Serve as the subject matter expert (SME) in identity security and cybersecurity. Provide advanced technical support to customers, addressing complex cybersecurity and identity-related issues.
● Diagnose and resolve customer’s technical problems in a timely and efficient manner. Leverage the Product Identity SecOps platform to monitor and analyse identity-related threats and incidents, including account compromise, identity theft, and unauthorized access attempts.
● Act as the primary technical contact for key customer accounts. Develop and maintain strong relationships with customers, ensuring high levels of satisfaction and an excellent Net Promoter Score (NPS).
● Develop custom solutions (e.g. scripts) to fulfil unique customer requirements.
● Automate repetitive operational tasks.
● Communicate complex technical concepts to non-technical stakeholders in a clear and concise manner.
● Promptly communicate critical alerts to customers as they occur to maintain transparency and trust in our services.
● Stay abreast of emerging threats and vulnerabilities in the identity security landscape, leveraging threat intelligence sources to enhance detection capabilities and help develop proactive security measures in our product.
● Thrive in a dynamic startup environment, contributing to a culture of innovation and excellence.
Requirements
● At least 8 years of hands-on experience in a technical support or services role in the cybersecurity domain, with a focus on identity security, authentication, and access management.
● Exceptional verbal and written communication skills, with the ability to convey technical information to both technical and non-technical audiences. Strong experience in creating technical documents and reports.
● Understanding of identity protocols and standards, such as SAML, OAuth, OpenID Connect, and LDAP.
● Familiarity with SIEM, SOC, and SOAR solutions, XDR/EDR, intrusion detection/prevention systems, and identity and access management (IAM) platforms.
● Proficiency in scripting and programming languages (e.g., Python, PowerShell) for automation, data analysis, and scripting purposes to enhance security operations and streamline processes is a significant advantage.
● Familiarity with security frameworks and compliance requirements, such as SOC 2, GDPR, HIPAA, and PCI DSS.
● A solid understanding of cybersecurity concepts, principles, and best practices, with experience in security testing methodologies and tools, is a significant advantage.
● Ability to thrive in a fast-paced, dynamic work environment.
● Master’s or Bachelor's degree in Computer Science, Engineering, or a related field.
