Associate Principal Technical Support Engineer

Saviynt; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Medium in Bengaluru is looking for a seasoned Software Support professional with over 10 years of experience in cloud platforms like AWS or Azure. The role emphasizes automation, proactive issue resolution, and maintaining system health while managing incidents and changes.

The ideal candidate will have exceptional scripting skills, a strong database background, and effective communication abilities, ensuring high service levels and customer satisfaction. A Bachelor’s degree or equivalent is required.

Qualifications

• 10+ years of experience in a Software Support role.
• Strong understanding of Cloud offerings.
• Experience in database operations & SQL.
• Excellent written and verbal communication skills.

Responsibilities

• Identify and troubleshoot issues to resolution.
• Automate detection and prevention of SLA breaches.
• Provide Level 4 support within service levels.
• Deliver daily/weekly health reports of the cloud platform.

Skills

AWS

Azure

SQL

Scripting (Shell, JavaScript, Python, Groovy)

Kubernetes

Containerization

Application Performance Monitoring (APM)

Identity and Access Management

Site Reliability Engineering (SRE)

SSL Certificates and SSO technologies

Education

Bachelor’s degree or equivalent experience

Tools

Freshdesk

Datadog

Prometheus

Grafana

RunDeck

Job description

What you will be doing

• Identify, debug and troubleshoot break fix issues and take them to a resolution
• Automate the proactive detection and prevention of SLA breaches, outages, and issues before they impact customers
• Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts
• Provide Level 4 support for the system within agreed service levels
• Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area
• Provide daily/weekly reports for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Work closely with business teams and DevSecOps teams on activities related to supporting the IAM service offerings

What you bring

• 10+ years Experience in a Software Support role.
• Strong understanding of Cloud offerings - AWS or Azure preferred
• Hands‑on experience in internals of cloud components (ex. Public Cloud, Containers, Kubernetes, Applications, APIs)
• Extensive experience in database operations & SQL
• Strong hands‑on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
• Experience working with global Customers and strong customer focus
• Excellent written and verbal communication skills
• Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering (SRE)
• Identity and Access Management domain knowledge is a preference
• Hands‑on implementation/maintenance experience of the IGA platform is a preference
• Experience with SSL Certificates and SSO technologies is a preference
• Bachelor’s degree or an equivalent experience
• 10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, database systems.
• 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

Required for this role

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter.
• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as:
• • Data Classification, Retention & Handling Policy
  • Incident Response Policy/Procedures
  • Business Continuity/Disaster Recovery Policy/Procedures
  • Mobile Device Policy
  • Account Management Policy
  • Access Control Policy
  • Personnel Security Policy
  • Privacy Policy

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.