Sectona is looking for a Support Engineer L1 to provide first-line technical support for its Privileged Access Management platform. This role involves troubleshooting customer issues, owning resolutions, and collaborating with engineering and documentation teams. The ideal candidate has a solid grasp of Microsoft infrastructure, virtual environments, and cloud platforms. Based in Mumbai, this full-time position offers competitive salary, benefits, and a chance to grow in a fast-paced cybersecurity startup.

About the Company

Sectona is a leading Privileged Access Management (PAM) company headquartered in Mumbai, India, with a global footprint spanning over 25 countries. The company specializes in securing privileged accounts across data centers, cloud environments, endpoints, and machine-to-machine communications. Sectona's integrated security platform delivers a suite of solutions including Privilege Access Management (PAM), Privilege Access Governance (PAG), DevOps Secret Management (DSM), and Endpoint Privilege Management (EPM). The company serves a diverse clientele across India, the Middle East, Africa, Southeast Asia, Europe, and the UK. As a fast-growing tech startup, Sectona fosters a collaborative culture that values innovation, technical excellence, and a unique blend of professional and personal passions among its team members.

Role Overview

Sectona is looking for a dedicated Support Engineer L1 to join its dynamic support team. This role is ideal for professionals who enjoy solving complex technical challenges and have a passion for delivering exceptional customer experiences. As a Support Engineer L1, you will be the first point of contact for customers deploying and using Sectona's products. You will work closely with clients to troubleshoot issues, ensure smooth integration, and maintain high satisfaction levels. This position reports directly within the support organization and offers exposure to cutting-edge security technologies, cloud platforms, and enterprise IT environments. The role is based in Mumbai and requires in-person work.

Key Responsibilities

• Provide well-reasoned technical and non-technical guidance to help customers integrate, deploy, and maintain Sectona products effectively.
• Take end-to-end ownership of customer issues from initial troubleshooting through root cause identification and resolution, ensuring timely and satisfactory outcomes.
• Exceed customer expectations by delivering high-quality responses, maintaining rapid response times, and ensuring a positive overall experience.
• Act as the primary internal and external point of contact for customer issues, facilitating swift resolution and clear communication.
• Document and escalate product-related bugs to the Engineering team, providing sufficient detail to enable efficient fixes.
• Collaborate with training and documentation teams to identify emerging issues and improve knowledge resources.
• Create and maintain detailed troubleshooting guides and knowledge base articles to support both customers and internal teams.
• Maintain composure and clarity during challenging customer interactions, ensuring professional and effective communication.

Tech Stack

The role requires proficiency in the following technologies and platforms:

• Operating Systems: Windows Server, Windows Workstation, Linux, macOS
• Identity & Directory Services: Active Directory, DNS, DHCP, Group Policies
• Web Servers: IIS
• Virtualization: VMware vSphere
• Cloud Platforms: AWS Cloud Services, Microsoft Azure
• Security Solutions: Privileged Access Management (PAM), user lifecycle management, role-based access control
• Tools: Support ticketing systems (internal), remote troubleshooting tools, knowledge base software

This position offers an excellent opportunity to work with a modern tech stack in a security-focused startup environment where continuous learning and cross-functional collaboration are encouraged.

1-2 years of experience in support engineering, technical support, system administration, or customer-facing roles. Fresh graduates are encouraged to apply. Education: B.Sc. (CS/IT), IT Diploma, or B.E. (Bachelor's required). Proficiency in Microsoft product stack: Windows Server, Active Directory, DNS, DHCP, Group Policies, IIS. Experience with VMware, AWS, or Azure preferred. Familiarity with PAM solutions and risk management concepts. Strong troubleshooting and escalation management skills. Excellent communication and relationship management abilities. Ability to work independently and in a team. Calm and articulate under pressure.

Health insurance, Paid time off, Provident Fund, Flexible schedule