Sr Engineer, Support Operations at Saviynt – Atlanta, Ohio

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

Saviynt is looking for a Sr Support Engineer to help scale, support and operate its leading converged identity Governance (IGA) and Cloud Privilege Account Management (CPAM) cloud platform. As a Principal IGA and CPAM Cloud Services Engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging research, and investigation. For customer reported incidents, resolution and recovery SLA must be met, and RCA is mandatory with the goal to detect and prevent future issues through automation.

• Identify, debug and troubleshoot break fix issues and take it to a resolution
• Respond and resolve issues within agreed service levels
• Work closely with Engineering and DevSecOps teams for activities related to supporting the IAM and CPAM service offerings
• Communicate with end users/businesses to explain the issue(s) and resolution. Provide technical analysis for the production incidents, resolution, and root cause analysis for the incidents
• Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures

• 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
• Database : Extensive experience in database operations & SQL
• Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
• Knowledge and experience in invoking REST/SOAP web services using tools such as Postman
• 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

• Domain knowledge in Privileged Access Management (PAM)
• Hand-on experience in PAM products like CyberArk, Beyondtrust
• Experience with any ticketing tools such as Freshdesk, Servicenow, JIRA, Remedy, etc is preferred
• Hands-on experience in internals of cloud components (ex. Public Cloud, Containers, Kubernetes, Applications, APIs)
• Strong understanding of Cloud offerings - AWS or Azure preferred
• Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)

• Bachelor’s/equivalent in Engineering
• 5+ years of industry experience in design, development, customization, configuration, deployment preferably in any Identity Management and Governance products
• Experience in one of the public cloud platforms – AWS or Azure
• Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights
• Knowledge of Java/J2EE and SQL
• Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck
• Understanding of SLAs and the importance of being within SLAs