Senior Engineer, Customer Support (Privileged Access Management)

About The Role:

Saviynt is looking for a customer-obsessed, technically strong engineer to support and enable customers adopting Saviynt’s Privileged Access Management (PAM) solutions. This role sits at
the Customer Support organization, helping customers successfully deploy, operate, and scale Saviynt PAM while ensuring exceptional customer experience and business outcomes. You will work closely with Customers, Sales, Customer Success, Engineering, and Product Management to solve complex security challenges, influence solution design, and continuously improve Saviynt’s PAM offering.

What You Will Be Doing:

Provide advanced technical support for customers using Saviynt PAM, including troubleshooting complex issues across cloud and hybrid environments.

Diagnose, reproduce, and resolve problems related to privileged account onboarding, vaulting, session management, access workflows, integrations, and automation.

Own customer issues end-to-end, ensuring timely communication, root cause analysis, and resolution.

Proactively identify risks and recommend preventive actions to improve platform stability and customer success.

Assist customers in designing secure, scalable PAM architectures using Saviynt’s identity-centric PAM capabilities.

Advise on best practices for privileged access onboarding, policy modeling, access request workflows, approval chains, and session controls.

Partner with Sales and Customer Success to ensure cohesive product and services solutions aligned to customer security and business objectives.

Guide customers through installation, configuration, and customization of Saviynt PAM in SaaS and hybrid environments.

Support integrations with directories (AD/Azure AD), cloud platforms, databases, applications, DevOps tools, and SIEM/SOAR platforms.

Assist customers with automation, connectors, APIs, and scripting for operational efficiency.

Provide technical support and guidance to Technical Sales and field teams during demonstrations and evaluations.

Work closely with Engineering and Product Management to reproduce issues, validate fixes, and influence roadmap enhancements.

Share customer feedback, feature gaps, and competitive insights to drive continuous product improvement.

Create and maintain technical documentation, runbooks, knowledge articles, and best-practice guides.

Contribute to internal enablement, training sessions, and mentoring.

What You Bring:

Strong passion for solving customer problems—not just implementing software.

Ability to explain complex technical topics simply and clearly.

Comfortable working with both technical and non-technical stakeholders.

Proactive, collaborative, and comfortable taking initiative.

Focused on delivering real customer value and measurable outcomes.

Comfortable presenting to technical and executive audiences.

Technical Skills & Experience

5+ years of experience in Identity & Access Management (IAM), Privileged Access Management (PAM), & security platforms.

Hands-on experience with at least one PAM solution (Saviynt, CyberArk, BeyondTrust, Delinea, etc.).

Strong understanding of:
○Privileged account lifecycle management
○Vaulting and credential rotation
○Session management and monitoring
○RBAC / ABAC / policy-driven access

Experience with cloud platforms (AWS, Azure, GCP).

Working knowledge of scripting and automation (Python, PowerShell, Bash, REST APIs).

Familiarity with directories, databases, Linux/Windows administration, and networking fundamentals.

Nice To Have

Experience with DevOps and CI/CD integrations.

Exposure to compliance frameworks (SOX, SOC2, PCI-DSS, HIPAA, ISO).

Prior customer-facing role in enterprise SaaS or security company