Associate Principal Technical Support Engineer-

Saviynt; Bengaluru; Hybrid; INR 350,000 - 650,000; Full time

Job summary

Saviynt in Bengaluru seeks an experienced Software Support professional to help manage and govern access to applications, data, and processes. You will troubleshoot complex issues, automate detection, and monitor the cloud platform to prevent outages, while collaborating with DevSecOps and business teams to support IAM service offerings.

You will engage with global customers, maintain configurations and docs, and contribute to continuous improvements in SLA adherence and incident response.

Qualifications

• 10+ years in a software support role.
• Strong understanding of Cloud offerings – AWS or Azure preferred.
• Hands-on experience with cloud internals (public cloud, containers, Kubernetes, APIs).
• Database: extensive experience with SQL.
• Scripting: Shell, JavaScript, Python, Groovy.
• Experience working with global customers and strong customer focus.
• Excellent written and verbal communication skills.
• Knowledge of APM and SRE.

Responsibilities

• Identify, debug and troubleshoot break-fix issues to resolution.
• Automate proactive detection and prevention of SLA breaches, outages, and issues.
• Configure observability platforms to send actionable alerts and create automated SOPs.
• Provide Level 4 support within agreed service levels.
• Implement and manage Incident, Service Request, Change and Problem management processes.
• Provide daily/weekly health reports for overall cloud platform health and automation effectiveness.
• Maintain system configurations and process documentation.
• Collaborate with business and DevSecOps teams for IAM service support.

Skills

Scripting languages

Cloud platforms

Monitoring & observability

Database SQL

APM & SRE

Communication

Customer focus

Kubernetes & containers

Java/J2EE

Education

Bachelor's degree

Tools

Datadog

Prometheus

Grafana

RunDeck

Freshdesk

Job description

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

• Identify, debug and troubleshoot break fix issues and take it to a resolution
• Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts 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 report 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 for 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)
• Database : 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 ReliabilityEngineering(SRE)

• Identity and Access Management domain knowledge is a preference
• Hands-on implementation/maintenance experience of the IGA platform is apreference

• IGA: Saviynt or Sailpoint or relevant Experience with SSL Certificates and SSOtechnologies 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

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Security & Compliance

This role requires adherence to Saviynt’s information security and privacy policies and procedures, including annual security training.

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.