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Saviynt

Posted 4 months ago

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Technical Support Engineer- New

BengaluruHybridFull-time

AI Summary

Technical Support Engineer for an AI-powered identity platform, handling customer incident troubleshooting, break-fix resolution, root cause analysis, and knowledge article creation while collaborating with internal labs teams.

About this role

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

  • Customer Communication
  • Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
  • Drive Customer Satisfaction through timely & quality communication.
  • Troubleshooting Skills
  • Troubleshooting of customer reported incidents and system alerts.
  • Identify, debug and troubleshoot break fix issues and take it to a resolution.
  • Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
  • Respond and resolve issues within agreed service levels.
  • Collaboration & Knowledge Sharing
  • Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
  • Domain
  • Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
  • KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity

    • WHAT YOU BRING

  • Minimum 3 years’ experience in implementing various IGA solutions
  • Strong 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
  • Knowledge and experience in invoking REST/SOAP web services using tools such as Postman
  • Database: Extensive experience in database operations & SQL
  • Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
  • 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

    • Skills

    GroovyIAMIGAISIMJavaScriptLinuxOIMPostmanPythonREST APISailPointSaviyntShell ScriptingSOAPSQLSSOUnixWindows

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