Associate Principal Technical Support Engineer

Saviynt; Atlanta (GA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Growth and learning opportunities

Welcoming work environment

Equal opportunity employer

Job summary

A leading identity security provider based in Sandy Springs, Georgia, is looking for an Associate Principal Technical Support Engineer. This role involves developing support strategies and training for the Technical Support team to enhance customer interactions. Key requirements include strong experience in IGA/IAM solutions, excellent communication skills, and a passion for training. Candidates should possess soft skills to effectively handle and resolve complex customer issues. Hybrid work format with three days in-office is required.

Qualifications

• Strong experience supporting IGA/IAM solutions.
• Minimum 2-3 years in senior technical support roles.
• Excellent presentation and communication skills.

Responsibilities

• Develop comprehensive support combining soft and technical skills.
• Design workshops to enhance communication and problem-solving skills.
• Coach Technical Support team members on best customer interaction practices.

Skills

Support of IGA/IAM solutions

Soft skills training

Customer service principles

Analytical and problem-solving skills

Communication skills

Tools

CRM systems

Ticketing systems

Remote support tools

Job description

Associate Principal Technical Support Engineer

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.

At Saviynt, we are passionate about providing exceptional technical support to our customers who rely on our cutting‑edge Identity Governance and Administration (IGA/IAM) cloud solutions. This role is critical in ensuring our Technical Support team delivers outstanding customer experiences and effectively resolves complex technical challenges.

This role is based in Sandy Springs, Georgia, with a hybrid schedule requiring 3 days per week in the office. Candidates must be able to commute to the office as needed.

What you will do

• Develop and deliver comprehensive support of the product that combines soft skills with technical knowledge, equipping the Technical Support team to handle complex issues with empathy, clarity, and efficiency.
• Design and facilitate interactive workshops, role‑playing exercises, and case study sessions focused on enhancing communication, active listening, problem‑solving, and conflict‑resolution skills in the context of technical support interactions.
• Understand, troubleshoot and resolve issues in the IGA/IAM solution for Saviynt product.
• Collaborate with technical trainers and product experts to integrate product‑specific scenarios and troubleshooting techniques into soft skills training.
• Assess training needs through observation, feedback, and performance data, continuously refining content to align with business goals, team requirements, and evolving customer needs.
• Coach and mentor Technical Support team members on customer interaction best practices, including building rapport, managing expectations, handling difficult situations, and effectively escalating issues.
• Stay abreast of industry trends and best practices in technical support and soft skills training to ensure the team remains at the forefront of customer service excellence.
• Continuously measure and improve the training program based on feedback, evaluations, and trainee performance.
• Survey new hires to understand areas for improvement and execute those improvements in the training program.

What you bring

• Strong experience supporting IGA/IAM solutions with Saviynt or related technology.
• Minimum 2–3 years operating at a senior or lead level, even if not formally titled “Principal” in technical support, systems engineering, or IAM/IGA with Saviynt experience.
• Strong knowledge of Saviynt product or related technology/product.
• Experienced with soft skills or technical support training, with a demonstrated passion for developing others.
• Strong understanding of customer service principles in a technical environment, particularly within a phone‑based, email‑based, and/or chat‑based support setting.
• Excellent presentation, communication, and interpersonal skills, with the ability to engage and motivate diverse learners.
• Familiarity with IGA/IAM solutions is required and working with complex, enterprise‑grade products.
• Exceptional verbal and written communication skills, including communicating technical information clearly and concisely.
• Active listening, empathy, and patience in handling customer interactions, especially in stressful situations.
• Strong analytical and problem‑solving skills, with the ability to identify and address technical and interpersonal challenges.
• Proficient in training needs assessment, curriculum design, and delivering engaging training sessions.
• Adaptability and a willingness to learn and embrace new technologies and training methodologies.
• Understanding of global cultures and how to connect with customers across regions.
• Experience in the SaaS industry, particularly in identity or security solutions.
• Familiarity with relevant tools and technologies used by the Technical Support team (e.g., CRM systems, ticketing systems, remote support tools).
• Experience working with diverse teams across different geographies.

Additional Requirements

• 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 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!

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.