Staff Technical Support Engineer

At Saviynt, we are redefining the future of identity security. As a leading provider of intelligent, cloud-first identity governance and access management solutions, we empower organizations to protect their most critical assets. Our innovative platform leverages advanced AI and machine learning to deliver unparalleled insights and automation, ensuring our clients stay ahead in a rapidly evolving digital landscape. Join our dynamic and forward-thinking team and be part of a company that values innovation, collaboration, and excellence. At Saviynt, your skills and passion will contribute to creating secure, seamless, and compliant environments for some of the world’s largest and most complex organizations. If you're ready to make a significant impact and help shape the future of identity security, Saviynt is the place for you!
We are seeking a motivated and experienced Technical lead to join Customer Support Technical Excellence team for our Saviynt Identity Governance and Administration (IGA), Privilege Access Management (PAM) platforms. In this role, you will work closely with regional customer support, Product and engineering groups.
The ideal candidate will serve as a technical excellence point for critical production customer issues, drive complex troubleshooting, coordinate with product engineering, and lead resolution efforts while ensuring high platform availability and performance.

What You Will Be Doing?:
• Act as the Staff Technical Support Engineer for Saviynt platform support, handling L3/L4 escalations from the support team. Drive root cause analysis (RCA) and permanent resolutions for recurring or complex issues. Interface with Saviynt product engineering team and internal stakeholders to resolve product bugs or configuration issues.
• Perform deep-dive analysis of logs, APIs, connectors, and workflows to identify system behaviour and optimize performance. Guide and mentor support engineers and ensure adherence to SLA, OLA and best practices.
• Contribute to knowledge base development, SOP documentation, and automation of common issues, planned releases. Ensure compliance with security standards, audit requirements, and governance policies.
• Advise regional customer support on best practices for identity governance and access management, leveraging your expertise to enhance their knowledgebase.
• Be the SME (Subject Matter Expert) for Saviynt product. Demonstrate and maintain expertise of general technologies and security principles. Stay up to date with industry trends and advancements.
• Lead discussions with internal teams, including regional support, Operations, Product Management and Engineering, to ensure seamless on-time delivery of services and solutions.
• Collaborate with team members on timely resolution of issues per planned target releases.
• Contribute back to the Saviynt Community by help building internal SOPs, publishing knowledge articles etc.

What You Bring?:
• Bachelor’s degree or an equivalent in Computer Science, Information Technology, or a related field.
• 8+ years of proven hands-on experience in leading and implementing (design, development, testing and deployment) any leading IGA products in the market.
• Strong understanding of identity governance and administration principles.
• Strong knowledge/experience of SQL and be able to write complex SQL queries
• Strong knowledge / experience with Java/J2EE, Groovy, Web services (REST & SOAP), Network fundamentals, Cryptography & Certificates fundamentals, Unix/Linux fundamentals and Python, Shell Scripting
• Knowledge of standard Identity systems like LDAP & Active Directories and protocols like SAML, OAuth, SCIM etc
• Knowledge of integrating with widely used enterprise/cloud platforms like AD, SAP, ERP, Workday, ServiceNow etc
• Experience with cloud platforms and technologies like AWS and Azure is a plus.
• Saviynt IGA, PAM L100, L200 or CyberArk, SailPoint Professional certifications is a plus
• Excellent communication and interpersonal skills.
• Ability to lead and manage multiple complex modules simultaneously.
• Strong problem-solving skills, troubleshooting skills and attention to detail.