Support Engineer - L2

Sectona Co; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Sectona Co in Mumbai is seeking a seasoned Support Engineer to help organizations implement security technologies in hybrid environments. You will engage with customers to resolve issues, guide integration, deployment and ongoing maintenance of Sectona products.

Key responsibilities include end-to-end ownership of issues, strong troubleshooting, and clear communication across channels. Freshers may apply; familiarity with Microsoft stack, VMWare, and cloud platforms is valued.

Qualifications

• Bachelor's degree in CS/IT or IT diploma/BE.
• 3-5 years in support engineering or related customer-facing roles; freshers may apply.
• Expertise with core Microsoft stack and virtual/cloud platforms.

Responsibilities

• Provide reliable technical and non-technical guidance for integration, deployment and maintenance of Sectona products.
• Own customer issues end-to-end: triage, root cause identification and resolution.
• Meet or exceed customer expectations for response quality and timeliness.
• Serve as primary contact for customers and coordinate with internal teams to resolve issues.
• Collect information and document bugs with Engineering for product issues affecting customers.

Skills

Customer interaction

Troubleshooting

Communication

Independent work

Team collaboration

Education

B.Sc (CS)/ B.Sc. (IT)/ IT Diploma/ B.E.

Tools

Windows Server

Windows Workstation

Active Directory

DNS

DHCP

Group Policies

IIS

VMware

AWS

Azure

PAM

Job description

The Support Engineer is a seasoned professional who understands challenges faced by organizations in implementing security technologies in hybrid environments. You will be engaged in firsthand customer interactions to resolve customer issues. If you have technical depth and desire to work in a dynamic and high growth environment, this role is for you.

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Sectona products.
  
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
  
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  
• Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
  
• Collect information and document bugs with Engineering for product issues that are impacting customers.
  

Requirements

Required Skills and Experience:

• B.Sc (CS)/ B.Sc. (IT)/ IT Diploma/ B.E.
  
• 3-5 years experience of Support Engineering/ Customer Support/ Technical support/ System administration or related customer facing role. Freshers are encouraged to apply.
  
• Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  
• Experience with VMWare virtual environments, AWS Cloud Services or Microsoft Azure Platforms is preferred.
  
• Advanced troubleshooting & technical escalation management.
  
• Implement, Operate and provide L2 Support for PAM solutions.
  
• Demonstrate an understanding of risk management, security policies and controls, user account life-cycle management and role-based access.
  
• Ability to learn new technologies quickly.
  
• Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
  
• Ability to work independently with little direct supervision and as a part of a team.
  
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
  

You should apply if....

• Care about contributing to an amazing work culture and environment.
  
• Are comfortable with the fast-paced, mercurial nature of a tech startup.
  
• Have impeccable communication - both verbal and written