The Engineer in Support Operations will be responsible for communicating with customers to resolve incidents related to Identity and Access Management solutions, ensuring high customer satisfaction. The role involves troubleshooting, providing technical analysis, publishing knowledge articles, and collaborating closely with internal teams. A strong background in IAM tools and database operations is essential.
Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.
WHAT YOU WILL BE DOING
- Customer Communication
- Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
- Drive Customer Satisfaction through timely & quality communication.
- Troubleshooting Skills
- Troubleshooting of customer reported incidents and system alerts.
- Identify, debug and troubleshoot break fix issues and take it to a resolution.
- Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
- Respond and resolve issues within agreed service levels.
- Collaboration & Knowledge Sharing
- Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
- Domain
- Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
- KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity
WHAT YOU BRING
- Years of experience: 2+ Years in implementing and Support IGA solutions.
- Strong Domain knowledge in Identity and Access Management (IAM).
- Hands-on experience in configuring and deploying one or more IAM tools like Saviynt, SailPoint, OIM or ISIM.
- Knowledge and experience in invoking REST/SOAP web services using tools such as Postman.
- Database: Extensive experience in database operations & SQL.
- Strong hands-on experience with Scripting (ex. Shell, JavaScript, Python, Groovy) Basic knowledge of operating systems such as Linux, Unix & windows.
- Prior experience integrating with any SSO providers.
- Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
- Keywords: Cloud, Java, Scripting, Linux, SQL
Top Skills
Java
Python
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