ProNoesis - PAM/Identity Security Support Engineer

3 days ago

Thrissur, India ProNoesis Full time

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 & 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. (ref:hirist.tech)

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