Technical Support Engineer
Job Summary
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.
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
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
11 skills required
Job Details
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
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