Technical Support Engineer

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 and quality communication.

Troubleshooting Skills:

• Troubleshoot customer-reported incidents and system alerts.
• Identify, debug, and troubleshoot break-fix issues and take them to resolution.
• Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
• Respond to and resolve issues within agreed service levels.

Collaboration & Knowledge Sharing:

• Publish knowledge articles for incidents and service requests, and prepare technical documents for 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 and 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 and SQL.
• Strong hands-on experience with scripting (e.g., Shell, JavaScript, Python, Groovy).
• Basic knowledge of operating systems such as Linux, Unix, and Windows.
• Prior experience integrating with any SSO providers.
• Experience working with global customers and strong customer focus.
• Excellent written and verbal communication skills.