ProNoesis - PAM/Identity Security Support Engineer

Description

Key Responsibilities

Technical Support & Troubleshooting :

• Provide expert-level support for Sectona PAM deployments across on-premise, cloud, and hybrid environments.
• Perform in-depth analysis and troubleshooting of authentication failures, vault issues, session monitoring problems, connector failures, and system integrations.
• Own customer cases from initiation to closure, ensuring timely updates, accurate diagnosis, and complete resolution.
• Document issues, debug logs, and RCA reports.
  

Customer Interaction & Issue Management

• Act as the primary point of contact for customers regarding product issues, escalations, and configuration queries.
• Provide clear technical and non-technical guidance on integrating, deploying, and maintaining Sectona modules.
• Ensure customer satisfaction through high-quality responses, SLA adherence, and proactive communication.
• Work closely with client stakeholders, internal engineering teams, and product SMEs to resolve complex issues.
  

Product & Engineering Collaboration

• Reproduce issues, collect diagnostics, and file detailed bug reports for engineering teams.
• Work with R&D to analyze product defects impacting customer environments.
• Participate in product improvement discussions by sharing insights from field usage.
  

Documentation & Knowledge Management

• Create and update troubleshooting guides, SOPs, and knowledge base articles.
• Provide feedback to documentation and training teams to improve customer-facing materials.
• Maintain internal repositories for known issues, solution steps, and best practices.
  

Required Technical Skills

Core PAM Skills (Mandatory) :

• Hands-on experience with Sectona Privileged Access Management platform.
• Strong understanding of privileged access workflows, credential vaulting, session management, approval workflows, and password rotation.
  

Identity & Security Technologies

• Knowledge of Identity & Access Management (IAM) concepts.
• Familiarity with LDAP, Active Directory, Azure AD, and role/group-based access models.
• Understanding of Zero Trust, least privilege, and identity governance principles.
  

Technical Troubleshooting Expertise

• Ability to analyze logs, database entries, backend system messages, and server-level issues.
• Experience diagnosing issues in hybrid infrastructures (Windows/Linux/Network).
• Understanding of REST APIs, connectors, and third-party system & Platform Skills :
• Hands-on with Windows Server, Linux OS, network protocols, and firewall basics.
• Basic scripting for automation (PowerShell / Bash preferred).
• Exposure to virtualization or cloud platforms (AWS / Azure) is a plus.