Technical Support Engineer

1 Year ago • 3 Years +

Software Development & Engineering

Job Description

We are seeking a Technical Support Engineer to communicate with end users and businesses, explaining issues and solutions for implementation and break fix. You will drive customer satisfaction through timely and quality communication. Responsibilities include troubleshooting customer-reported incidents and system alerts, identifying and debugging break fix issues, and taking them to resolution. Provide technical analysis for incidents, resolutions, and root cause analysis, responding and resolving issues within agreed service levels. Collaborate with internal teams to support Identity and Access Management (IAM) and CPAM service offerings. Key performance indicators include Customer Satisfaction, Ticket & Resolution Quality, and Productivity.

Good To Have:

Troubleshooting break fix issues
Technical analysis for incidents
Publishing knowledge articles
Preparing technical documents for standard operating procedures
Keywords: Cloud, Java, Scripting, Linux, SQL

Must Have:

Minimum 3 years experience implementing IGA solutions
Strong Domain knowledge in Identity and Access Management (IAM)
Hands-on experience configuring/deploying IAM tools (Saviynt, Sailpoint, OIM, ISIM)
Knowledge of invoking REST/SOAP web services using Postman
Extensive experience in database operations & SQL
Strong hands-on experience with scripting (Shell, Javascript, Python, Groovy)
Basic knowledge of operating systems (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

Add these skills to join the top 1% applicants for this job

communication

problem-solving

linux

unix

postman

soap-web-services

python

shell

sql

javascript

java

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 &amp; 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