The Technical Support Engineer will troubleshoot incidents, communicate with customers, and collaborate on IAM service offerings while ensuring customer satisfaction.
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
- Minimum 3 years’ experience in implementing various 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 global Customers and strong customer focus
- Excellent written and verbal communication skills
- Keywords: Cloud, Java, Scripting, Linux, SQL
Top Skills
Groovy
Isim
JavaScript
Linux
Oim
Python
Rest
Sailpoint
Saviynt
Shell
Soap
SQL
Unix
Windows
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