Support Engineer

The Support Engineer is a seasoned professional who understands challenges faced by organization 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 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.
• Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Create process or troubleshooting documentation in the support knowledge base.

Skills and Experience you require

• B.Sc (CS)/ B.Sc. (IT)/ IT Diploma
• 2-5 years experience of Support Engineering/ Customer Support/ Technical support/ System administration or related customer facing role.
• 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.