Support Engineer - L1

Sectona; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Sectona is seeking a seasoned Support Engineer to resolve security technology issues in hybrid environments. You will interact with customers, troubleshoot, and ensure timely resolutions while maintaining high-quality service.

You will work on PAM solutions, VMware/AWS/Azure environments, and collaborate with Engineering to address product issues and improve documentation.

Qualifications

• Educational background in CS/IT or engineering.
• 1.5–3 years of relevant support/tech role; freshers welcome.
• Strong Microsoft tech stack knowledge (Windows Server, AD, DNS, DHCP, IIS).
• Experience with virtualization and cloud platforms preferred.
• Experience with PAM solutions and security controls is a plus.
• Excellent relationship, service and communication skills.

Responsibilities

• Provide guidance to help customers integrate, deploy and maintain Sectona products.
• Own customer issues end-to-end from troubleshooting to resolution.
• Meet or exceed expectations on response quality and timeliness.
• Act as primary contact for customer issues, internal and external.
• Collect information and document bugs with Engineering.
• Provide feedback to training and docs teams for issue mitigation.
• Create and update troubleshooting documentation in the knowledge base.

Skills

Windows Server

Active Directory

DNS/DHCP

Group Policies

IIS

VMware

AWS

Azure

PAM solutions

Risk management

Customer service

Communication

Education

Bachelor's/B.E. or equivalent

Tools

VMware

AWS

Azure

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.