ProNoesis - PAM/Identity Security Support Engineer

2 days ago

Thrissur India ProNoesis Full time

Job Description 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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