Support Engineer - L1

Sectona Co; Mumbai; Hybrid; INR 450,000 - 750,000; Full time

Job summary

Sectona Co in Mumbai seeks a seasoned Support Engineer to help customers integrate, deploy and maintain Sectona products in hybrid environments. You will own end-to-end resolution of issues and engage directly with clients to ensure timely, high‑quality outcomes.

The role emphasizes technical depth in Windows/Microsoft stack, virtualization, cloud platforms, PAM solutions and security policies. You will document bugs, contribute to knowledge bases, and collaborate with Engineering and Training

Qualifications

• Bachelor-level degree in computer science/IT or engineering required.
• 1.5–3 years in support engineering or customer-facing tech roles; freshers welcome.
• Strong expertise in Microsoft tech stack and Windows environments.
• Experience with virtualization, cloud services, and PAM solutions preferred.

Responsibilities

• Provide technical and non-technical guidance to customers for integrating, deploying and maintaining Sectona products.
• Own end-to-end customer issues: troubleshoot, identify root cause and resolve.
• Ensure high quality responses and timely communication with customers.
• Serve as primary contact for customer issues and coordinate with internal teams.

Skills

Microsoft technology stack

Windows Server

Active Directory

DNS/DHCP

Group Policy / IIS

VMware / virtualization

Cloud platforms (AWS/Azure)

PAM solutions

Customer support

Team collaboration

Education

B.Sc. CS/IT / BE

IT Diploma

Tools

VMware

AWS

Azure

PAM tools

IIS

Job description

The Support Engineer is a seasoned professional who understandschallenges faced by organization in implementing security technologies inhybrid environments. You will be engaged in firsthand customer interactions toresolve customer issues. If you have technical depth and desire to work indynamic and high growth environment, this role is for you.

• Providewell-thought out and reliable direction, both in technical andnon-technical terms, to help customers integrate, deploy and maintain theSectona products.
  
• Takeend-to-end ownership of customer issues, including initialtroubleshooting, identification of root cause and issue resolution.
  
• Meetor exceed customer expectations on response quality, timeliness ofresponses and overall customer experience.
  
• Serveas internal and external point of contact on customer issues and ensurethey are resolved as expediently as possible.
  
• Collectinformation and document bugs with Engineering for product issues that areimpacting customers.
  
• Providefeedback to the training and documentation organization so that common oremerging issues can be addressed before they become serious or widespread.
  
• Create process ortroubleshooting documentation in the support knowledge base.
  

Requirements

Skills and Experience:

• B.Sc.(CS)/ B.Sc. (IT)/ IT Diploma/ B.E.
  
• 1.5-3years’ experience of Support Engineering/ Customer Support/ Technicalsupport/ System administration or related customer facing role.
  Freshersare encouraged to apply.
  
• Expertisein core Microsoft product stack, including Windows Server, WindowsWorkstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  
• Experiencewith VMWare virtual environments, AWS Cloud Services or Microsoft AzurePlatforms is preferred.
  
• Implement,Operate and provide L2 Support for PAM solutions.
  
• Demonstratean understanding of risk management, security policies and controls,user account life-cycle management and role-based access.
  
• Excellentrelationship management, customer service and communication skills invariety of forms (written, live chat, conference calls, in-person.)
  
• Abilityto work independently with little direct supervision and as a part of ateam.
  
• Abilityto remain calm, composed and articulate when dealing with tough customersituations.