System Engineer
1 month ago
About the Role
The System Engineer will be responsible for providing technical direction and support to customers in implementing and maintaining Sectona products. This role requires a seasoned professional with expertise in Microsoft product stack and experience in virtual environments, cloud services, and PAM solutions.
- Provide technical guidance and support to customers in integrating, deploying, and maintaining Sectona products.
- Take ownership of customer issues, including troubleshooting, root cause analysis, and issue resolution.
- Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
- Serve as a point of contact for customer issues and ensure timely resolution.
- Manage project scope, schedule, status, and documentation.
- Collect information and document bugs with Engineering for product issues impacting customers.
- Provide feedback to the training and documentation organization to address common or emerging issues.
- Create process or troubleshooting documentation in the support knowledge base.
- Manage multiple concurrent deployment projects.
Requirements
- BE / B.Tech / MCA / M.Tech / M.Sc (CS) / B.Sc (CS) degree.
- 3+ years of System Engineering/Professional Services management role.
- Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, and IIS.
- Experience with VMWare virtual environments, AWS Cloud Services, or Microsoft Azure Platforms is preferred.
- Advanced troubleshooting and technical escalation management.
- Implement, Operate, and provide L2 Support for PAM solutions.
- Demonstrate an understanding of risk management, security policies, and controls, user account lifecycle management, and role-based access.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service, and communication skills in various forms.
- Ability to work independently with little direct supervision and as part of a team.
- Ability to remain calm, composed, and articulate when dealing with tough customer situations.
- Security certification is a plus.
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