PAM/Identity Security Support Engineer

3 days ago

Thrissur, Kerala, India ProNoesis Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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.

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