PAM Support Engineer

2 days ago

Mumbai Metropolitan Region, India ProNoesis Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Description
About the Role

We are seeking a proactive and technically adept PAM Support Engineer to join our support operations team. The ideal candidate will have hands-on experience in Privileged Access Management (PAM) tools preferably Sectonaand a strong aptitude for diagnosing, resolving, and preventing technical issues. This role requires both deep technical understanding and exceptional customer relationship skills to ensure seamless service delivery.

Key Responsibilities

  • Provide end-to-end technical support for PAM solutions, with a focus on Sectona or equivalent platforms.
  • Own and manage customer support cases, including issue identification, troubleshooting, root cause analysis, and resolution.
  • Collaborate cross-functionally with internal product, engineering, and documentation teams to ensure timely issue resolution.
  • Maintain detailed documentation of incidents, fixes, and workarounds in internal knowledge bases.
  • Gather and communicate product improvement feedback from customers to the product development team.
  • Ensure a customer-centric support experience, balancing technical precision with clear communication.
  • Manage escalations effectively while maintaining professionalism and composure under pressure.

Required Skills & Qualifications

  • 25 years of experience in technical support, product support, or infrastructure support roles.
  • Practical experience with PAM technologies (Sectona preferred; CyberArk, BeyondTrust, or Thycotic accepted).
  • Strong understanding of identity and access management (IAM) concepts, credential vaulting, and session monitoring.
  • Proficiency in Windows/Linux environments, network troubleshooting, and security configurations.
  • Excellent analytical, communication, and problem-solving abilities.
  • Ability to work independently, handle multiple priorities, and drive issues to closure.

Preferred Skills

  • Exposure to scripting or automation (PowerShell, Python, or Bash).
  • Familiarity with ITSM tools (ServiceNow, JIRA, or similar).
  • Certifications in cybersecurity or PAM technologies (e.g., Sectona Certified, CyberArk Defender, etc.) are a plus.

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