Manager, Customer Support

• Lead the supportability function, managing escalated technical issues that require in-depth analysis and reporting.
• Bridge the gap between Technical Product Support (L1–L3) and Engineering/Product, ensuring a timely, accurate, and complete information flow
• Take ownership of Root Cause Analysis (RCA) and post-mortem reports for complex customer issues and escalations.
• Collaborate with Engineering to influence bug prioritization, technical debt resolution, and product enhancements based on customer pain points.
• Maintain a robust feedback loop with Product Management, highlighting recurring issues and advocating for roadmap adjustments.
• Ensure a consistent process for the reproduction, debugging, and documentation of critical issues, facilitating knowledge transfer to both Support and Engineering teams.
• Recruit, mentor, and manage a high-performing supportability team with strong technical acumen across Saviynt's modules (IGA, PAM, CPAM, Application Access Governance, etc.)
• Define and monitor key metrics for case handling, resolution time, and inter-team hand-offs.
• Contribute to automation and tooling initiatives aimed at improving productivity and reducing Mean Time To Resolution (MTTR).
• Serve as the escalation point for high-severity or sensitive cases, working directly with Customer Support Leadership and Engineering stakeholders.

• 10+ years of experience in Technical Support, Product Engineering, or similar customer-facing technical roles, with a preference for experience in SaaS, Identity Governance, or Cybersecurity domains.
• Strong understanding of Saviynt architecture or comparable IGA/PAM platforms.Proven experience managing or leading technical teams focused on supportability or sustaining engineering.
• Exposure to enterprise customer environments (cloud, hybrid, on-prem) and the ability to navigate complex architectures.
• Understanding of debugging, log analysis, performance troubleshooting, and root cause identification.
• Excellent communication skills for engaging with internal stakeholders, including Engineering, Product Managers, Support teams, and Customers.
• Demonstrated ability to effectively manage priorities across multiple high-impact issues under pressure.
• Experience with tools such as JIRA, Confluence, Splunk, Datadog, and Postman is a plus.
• Bachelor's degree in Computer Science, Engineering, or a related technical field. A Master’s degree is preferred

• This is a Hybrid role, requiring a minimum of 3 days per week in the office (Bangalore office).
• Flexibility for occasional extended hours during critical customer escalations or product releases

Regards,

Primula