Technical Support Engineer (PAM)

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

WHAT YOU WILL BE DOING:

• Investigate and resolve customer-reported technical issues, guiding them through complex installation, operation, and maintenance scenarios for Saviynt's platform.
• Collaborate with field engineers and technicians to isolate and fix product-related problems, acting as a trusted technical advisor.
• Document and report recurring or critical issues to our Engineering and R&D teams, providing actionable feedback that shapes future product development.
• Develop and maintain clear, accurate technical documentation, including troubleshooting guides and best practices, as solutions are discovered.
• Build and utilize diagnostic tools to proactively identify potential product difficulties and contribute to the overall stability and reliability of our solutions.
• Engage directly with customers and internal teams to ensure timely and effective resolution of technical inquiries.
• Get energised by diving deep into technical problems and finding creative solutions.
• Care deeply about customer success and ensuring they have a seamless experience with our product.
• Enjoy the challenge of understanding intricate software systems and how they interact.
• Thrive in a collaborative environment where you can share your knowledge and learn from others.
• Appreciate the opportunity to provide direct feedback that influences product direction.

 

WHAT YOU BRING:

• Bachelor’s degree and 3+ years of related experience; or an advanced degree without experience; or equivalent work experience.
• Proven experience in a technical support or similar customer-facing technical role.
• Experience supporting complex software applications in an enterprise environment.
•  Demonstrated ability to understand and troubleshoot technical challenges.
• Experience with identity and access management (IAM) concepts and technologies.
• Familiarity with cloud platforms like AWS, Azure, or GCP.
• Understanding of common enterprise software installation and troubleshooting
  methodologies.
• Ability to read and interpret technical logs and diagnostic output.
• Basic knowledge of scripting or programming languages for tool development is a plus.
• Excellent written and verbal communication skills for clear explanations and documentation.
• Strong problem-solving and analytical abilities to diagnose complex issues.
• Patience and empathy when working with customers who may be facing challenging technical situations.
• A proactive and detail-oriented approach to tracking and resolving issues.
• Ability to work effectively both independently and as part of a supportive team.