About Pathlock:

At Pathlock, we redefine how organizations safeguard access, enforce controls, and maintain compliance across their business-critical applications. As a leader in Identity Governance, Access Controls, and Application Security, we help enterprises streamline audits, reduce risk, and automate compliance using advanced governance and GRC capabilities.

Our mission is to simplify and modernize the way organizations manage controls - empowering them to achieve continuous compliance with less manual effort, stronger oversight, and greater confidence.

About the Role:

The Product Expert - L2 is a product-focused role within Customer Engineering, responsible for providing advanced expertise on complex product and customer issues escalated from Level 1 Support, Professional Services, and other internal teams.

The role serves as a bridge between Support, Professional Services, Product, and Engineering , helping teams understand complex issues, investigate product behavior, identify root causes, and drive issues toward resolution.

The Product Expert will work across Identity Security, Identity Governance, GRC/SoD, product workflows, configurations, and integrations . While Level 1 Support owns the primary customer communication, this role is expected to join customer troubleshooting and diagnostic calls when deeper product expertise is required.

The ideal candidate should have strong product troubleshooting and enterprise application experience, along with a good understanding of IAM/IGA and/or GRC/SoD concepts . Deep SAP expertise or extensive connector experience is not required, but exposure to SAP security, integrations, and identity platforms will be an advantage.

What This Role Owns:

Product Expertise & Escalations

- Serve as the Level 2 Product Expert for complex issues escalated by Level 1 Support, Professional Services, and other internal teams.
- Investigate and resolve complex issues related to Identity Governance, Identity Security, GRC/SoD, provisioning, certification campaigns, role management, policy violations, access requests, and product workflows.
- Help determine whether an issue is related to product behavior, configuration, environment, integration, or a potential product defect.
- Take ownership of escalated issues and drive them toward resolution or the appropriate next step.
- Develop and maintain strong knowledge of the product and its capabilities.

Customer Troubleshooting





- While Level 1 Support owns the primary customer communication, join customer troubleshooting and diagnostic calls when deeper product expertise is required.
- Help understand and clarify complex customer issues and translate them into actionable troubleshooting steps.
- Explain product behavior and findings clearly to customers and internal stakeholders when participating in troubleshooting discussions.
- Work closely with Level 1 Support and Professional Services to ensure complex customer issues are properly understood and addressed.

Troubleshooting & Root Cause Analysis

- Investigate complex product issues using available application information, logs, configurations, workflows, and integration details.
- Use SQL for troubleshooting, data investigation, validation, and rule-related activities.
- Perform structured root cause analysis for complex or recurring issues.
- Identify recurring patterns and proactively highlight opportunities for product, documentation, or process improvements.
- Contribute to knowledge base articles, troubleshooting guides, and technical documentation.

Product & Engineering Collaboration

- Validate and investigate reported product defects before escalating them to Product Engineering.
- Provide Engineering with clear findings, reproduction steps, relevant logs, and supporting information.
- Work closely with Product and Engineering teams on bugs, patches, hotfixes, and product improvements.
- Provide feedback from customer issues to help improve product quality and supportability.
- Support environment upgrades, product changes, and post-release validation activities when required.

Release & Agile Development

- Develop a good understanding of the software release cycle and Agile development methodology.
- Review and interpret Nexus tickets, including ticket status, sprint timelines, state, hotfixes, and release versions.
- Work with Product and Engineering teams to understand issue priorities, development status, and expected release timelines.




- Participate in testing and post-release validation of fixes and product changes.

Knowledge Sharing & Continuous Improvement

- Create and maintain product documentation and knowledge base content based on recurring issues and product learnings.
- Mentor Level 1 engineers on complex product issues and troubleshooting approaches.
- Help improve the quality of escalations by identifying the information required for effective investigation.
- Identify opportunities to improve support processes, product usability, documentation, and troubleshooting efficiency.

What This Role Requires

Required

- 5 - 7 years of experience in technical support, product support, implementation, consulting, or a similar role within Identity Security, IAM, IGA, GRC, or enterprise security platforms.
- Good understanding of Identity Governance and/or GRC/SoD concepts.
- Experience troubleshooting enterprise software, product configurations, workflows, or customer issues.
- Working knowledge of SQL for troubleshooting and data investigation.
- Exposure to APIs and REST services.
- Understanding of software release cycles and Agile development methodologies.
- Ability to read and interpret product/development tickets and collaborate effectively with Product and Engineering teams.
- Strong analytical and problem-solving skills with a structured approach to troubleshooting.
- Robust written and verbal communication skills.
- Willingness to join customer troubleshooting and diagnostic calls when deeper product expertise is required.
- Ability to collaborate effectively across Support, Professional Services, Product, and Engineering.

Advantageous Skills

- Hands-on experience with SailPoint IdentityIQ or IdentityNow , including configuration, workflows, rules, connectors, and provisioning policies.
- Familiarity with Active Directory, LDAP, Oracle, and Microsoft SQL Server.
- Understanding of IAM concepts including:
- Identity Lifecycle Management
- Role-Based Access Control (RBAC)
- Single Sign-On (SSO)
- SAML
- OAuth
- Experience with identity governance integrations, connectors, or provisioning.
- Experience or understanding of SAP security and authorization concepts, including:
- SAP permissions
- SU24
- AGR* tables
- Roles and authorizations
- Experience supporting cloud-based and/or on-premises identity governance solutions.
- Exposure to AI-assisted troubleshooting, support automation, knowledge management, or productivity tools.

📌 Product Expert (Chandigarh)
🏢 Pathlock
📍 Chandigarh