Principal Technical Support Engineer

Saviynt Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Join Saviynt, a recognized leader in identity security, as a Principal Technical Support Engineer and play a pivotal role in shaping the future of our AI-powered identity platform. We empower the world's leading brands, Fortune 500 companies, and government institutions to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Our platform is built for the AI age, enabling organizations to safely accelerate their AI deployments and usage.
• In this critical role, you will be at the forefront of providing advanced technical support to our global customer base, tackling complex issues related to our cutting-edge identity governance and administration (IGA) solutions. You will leverage your deep technical expertise to diagnose, troubleshoot, and resolve intricate problems, ensuring our customers achieve maximum value from Saviynt's platform.
• Your responsibilities will extend beyond reactive problem-solving. You will proactively identify trends in customer issues, collaborate with our product and engineering teams to drive improvements, and contribute to the development of self-service resources and knowledge base articles. This is an opportunity to make a significant impact on customer satisfaction and product evolution.
• You will act as a trusted advisor to our customers, providing expert guidance on best practices for implementing and managing Saviynt's solutions. This includes understanding their unique business requirements and translating them into effective technical configurations and operational strategies.
• The Principal Technical Support Engineer will engage in in-depth technical analysis of customer environments, including application integrations, cloud infrastructure (AWS, Azure, GCP), and complex identity workflows. You will be expected to perform root cause analysis for critical incidents, document findings, and present solutions to both technical and non-technical stakeholders.
• You will collaborate closely with Customer Success Managers, Professional Services, and Sales teams to ensure a seamless and positive customer experience throughout the entire lifecycle of their engagement with Saviynt.
• This role requires a strong understanding of identity and access management (IAM) principles, including provisioning, deprovisioning, access requests, role management, and compliance reporting. Familiarity with security frameworks and regulations (e.g., SOX, GDPR, HIPAA) is highly desirable.
• You will contribute to the continuous improvement of our support processes and tools, identifying opportunities for automation and efficiency gains. This might involve developing scripts, contributing to internal tools, or suggesting enhancements to our ticketing systems.
• You will be a key resource for mentoring junior support engineers, sharing your knowledge and expertise to foster a high-performing support team. Your leadership in technical problem-solving will be instrumental in elevating the overall capabilities of the support organization.
• The ideal candidate possesses exceptional analytical and problem-solving skills, with a proven ability to dissect complex technical challenges and devise effective solutions under pressure. You are adept at communicating technical information clearly and concisely to diverse audiences, both verbally and in writing.
• You will stay abreast of the latest advancements in identity security, cloud technologies, and AI, applying this knowledge to enhance our support offerings and customer success.
• This role offers the chance to work with a dynamic and rapidly growing company at the forefront of the identity security market. You will be part of a collaborative culture that values innovation, customer-centricity, and continuous learning.
• Your contributions will directly impact the success of our customers and the reputation of Saviynt as a trusted partner in identity governance. You will have the opportunity to influence product direction and help define the future of identity security.
• We are looking for an individual who is passionate about technology, driven by customer success, and eager to tackle challenging technical problems. If you are a seasoned support professional with a strong technical background and a desire to make a significant impact, we encourage you to apply.
• You will be responsible for managing escalations, ensuring timely and effective resolution of high-priority customer issues, and maintaining clear communication channels with all involved parties.
• This role involves deep dives into application logs, system configurations, and network traces to pinpoint the root cause of issues. You will be proficient in using various diagnostic tools and methodologies.
• You will also contribute to the development and maintenance of our technical documentation, ensuring it is accurate, comprehensive, and easily accessible to both customers and internal teams.
• Ultimately, your goal is to ensure that Saviynt customers receive world-class technical support, enabling them to fully realize the benefits of our AI-powered identity platform and maintain a robust security posture.

🎯 Requirements

• Minimum of 7 years of experience in a technical support, escalation engineering, or similar customer-facing technical role, with a strong focus on enterprise software and cloud environments.
• Proven expertise in troubleshooting complex technical issues related to Identity and Access Management (IAM) or Identity Governance and Administration (IGA) solutions.
• Deep understanding of enterprise IT infrastructure, including operating systems (Windows, Linux), databases (SQL, Oracle), web servers, and networking concepts.
• Experience with cloud platforms such as AWS, Azure, or GCP, including their identity and security services.
• Excellent analytical, problem-solving, and debugging skills, with a demonstrated ability to diagnose and resolve intricate technical challenges.
• Strong communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holidays.
• Opportunities for professional development and continuous learning, including certifications and training programs.
• Collaborative and innovative work environment with a focus on employee growth.
• Stock options and equity in a rapidly growing company.

Skills & Technologies

Senior

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Saviynt Inc.

Visit Website

About Saviynt Inc.

Saviynt Inc. provides cloud-native identity governance and administration (IGA) and privileged access management (PAM) platforms. Its solutions automate user provisioning, access requests, separation-of-duties enforcement, and continuous compliance monitoring across hybrid and multi-cloud environments. The company serves financial services, healthcare, retail, energy, and government sectors, helping organizations reduce identity-related risk, pass audits, and accelerate cloud adoption. Founded in 2011 and headquartered in Los Angeles, Saviynt delivers converged identity security through a unified platform that integrates with leading SaaS, IaaS, and on-premises systems.

View Company Profile