Consultant, Professional Services, Support Operations
Job Summary
Job Description
Saviynt is seeking an Operations Senior Engineer for its Support team. The primary responsibility is to triage, update incident tickets, and resolve technical issues for Saviynt's IGA practice through debugging, research, and investigation. The role involves providing support within agreed service levels, managing incident, service request, change, and problem management processes, and offering technical oversight on critical incidents. Responsibilities include communicating ticket status per Service Level Agreements (SLAs), attending customer calls, training and mentoring engineers, maintaining system configurations and documentation, and ensuring post-go-live operations adhere to SLAs. The role also requires close collaboration with business, Engineering, Infrastructure/DevOps, and Security teams, and following approved life cycle methodologies. Creating knowledge documentation for troubleshooting and resolution is also a key aspect.
Must have:
- Resolve technical issues via debugging and research
- Provide support within service levels
- Manage incident, change, and problem processes
- Provide technical oversight on P1/SEV1 incidents
- Communicate ticket status per SLA
- Train and mentor engineers
- Maintain system configurations and documentation
- Ensure adherence to SLAs after go-live
- Collaborate with cross-functional teams
- Write and read complex MySQL/SQL queries
- Invoke REST/SOAP webservices using tools like Postman
- Experience with cloud platforms (AWS, Azure)
- Experience in Unix Shell/Perl scripting
- Knowledge of Microservices (Kubernetes or Spring Cloud)
Good to have:
- Customer-facing Technical Support experience (FedRAMP preferred)
- Identity Management and Governance product administration
- Experience with ticketing tools (Freshdesk, ServiceNow, JIRA, Remedy)
- Log analysis using tools (Observe, Splunk, Loggly)
- Experience with KCS principles or KM discipline
- Experience with cloud monitoring (Datadog, Dynatrace)
- Experience with Elasticsearch
Perks:
- Innovative Environment
- Professional Growth
- Collaborative Culture
- Impactful Work
21 skills required
Job Details
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.
At Saviynt, we are redefining the future of identity security. As a leading provider of intelligent, cloud-first Identity Security 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!
Position Overview: Saviynt has an exciting opening for our Support team as operations senior engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging research, and investigation for Saviynt's IGA practice
WHAT YOU WILL BE DOING
- Resolve technical issues through debugging, research, and investigation
- Provide support for the system within agreed service levels
- Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
- Provide technical oversight on P1/SEV1 incidents
- Provide ongoing communication of ticket status per SLA
- Attend customer-facing status calls daily/weekly, when appropriate
- Train, mentor, and host workshops for engineers on emerging technology, processes, or level up new hires
- Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
- Help with operations after go-live, ensuring SLAs are adhered to and met
- Work closely with business, Engineering, Infrastructure/DevOps, and Security teams on activities related to supporting the IAM service offerings
- Follow approved life cycle methodologies
- Create knowledge documentation for testing, troubleshooting, mitigation, and resolution
WHAT YOU BRING
- Bachelors or equivalent experience in Engineering or CIS/Cyber Security/IT field
- 4-6 years of customer-facing Technical Support (in FedRAMP environment preferred) OR 4-5 years of industry experience in the administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
- 1-2 years as a technical lead and mentor or trainer
- Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
- Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
- Understanding of SLAs and the importance of meeting SLAs
- Ability to provide 24/7 on-call support as an SME (on a rotational basis)
- Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
- Ability to excel in a team-oriented, project-based work environment
- Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
- Strong interpersonal and business communication skills
- Must be able to thrive in a fast-paced, high-energy environment
- Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage
- Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
- Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
- Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
- Experience in Unix Shell/Perl scripting
- Knowledge of Microservices (Kubernetes or Spring Cloud)
- Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar
Why Saviynt?
- Innovative Environment: Be part of a team that’s at the forefront of identity security technology.
- Professional Growth: Opportunities for continuous learning and career advancement.
- Collaborative Culture: Work with a talented and energetic team in a supportive and dynamic environment.
- Impactful Work: Contribute to solutions that protect some of the world’s largest and most complex organizations.
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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