Support Engineer - L2 at Sectona, a PAM cybersecurity company. Provide advanced technical support for hybrid environments, resolve customer issues, and ensure seamless deployment of security solutions.

About the Company

Sectona is a Privileged Access Management (PAM) company that helps enterprises mitigate risks from targeted attacks on privileged accounts across data centers and cloud environments. Sectona provides a modern infrastructure access layer for the new-age workforce, enabling them to build, confidently access, and operate a faster, more secure technology environment. The company delivers a single-stack integrated security platform hosting multiple solutions: Privilege Access Management (PAM), Privilege Access Governance (PAG), DevOps Secret Management (DSM), and Endpoint Privilege Management (EPM). These solutions secure dynamic workforce access across on-premises or cloud workloads, endpoints, and machine-to-machine communication. Sectona serves a diverse customer base across 25+ countries, with a focus on India, the Middle East, Africa, Southeast Asia, Europe, and the UK. The company is a lean, high-growth startup with a diverse team of coders, testers, and sales professionals, who also pursue passions like music, sports, photography, blogging, and dance.

Role Overview

As a Support Engineer - L2 at Sectona, you will be a seasoned professional who understands the challenges organizations face in implementing security technologies in hybrid environments. You will be engaged in firsthand customer interactions to resolve technical issues. This role demands technical depth and a desire to work in a dynamic, high-growth environment. You will take end-to-end ownership of customer issues, from initial troubleshooting to root cause identification and resolution, ensuring a superior customer experience.

Key Responsibilities

• Provide well-thought-out and reliable direction, both technical and non-technical, to help customers integrate, deploy, and maintain Sectona products.
• Take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall experience.
• Serve as the internal and external point of contact for customer issues and ensure they are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues impacting customers.
• Provide feedback to training and documentation teams to address common or emerging issues before they escalate.
• Create process or troubleshooting documentation in the support knowledge base.
• Implement, operate, and provide L2 support for PAM solutions.
• Demonstrate understanding of risk management, security policies and controls, user account life-cycle management, and role-based access.

Tech Stack

• Operating Systems: Windows Server, Windows Workstation, Linux, macOS
• Microsoft Stack: Active Directory, DNS, DHCP, Group Policies, IIS
• Virtualization: VMWare
• Cloud Platforms: AWS, Microsoft Azure
• Security: Privileged Access Management (PAM), Privilege Access Governance (PAG), DevOps Secret Management (DSM), Endpoint Privilege Management (EPM)
• Other: Advanced troubleshooting, technical escalation management, cloud-based systems support, production incident handling, on-call rotations

3+ years of support engineering/customer support/technical support or system administration. Expertise in Windows Server, Active Directory, DNS, DHCP, Group Policies, IIS. Experience with VMWare, AWS, Azure preferred. B.Sc (CS/IT) or IT Diploma. Strong troubleshooting, communication, and customer service skills.

Flexible working hours, health insurance, paid time off, provident fund, flexible schedule.