Technical Support Engineer (PAM)

WHAT YOU WILL BE DOING:

• Investigate and resolve customer-reported technical issues, guiding them through complex installation, operation, and maintenance scenarios for Saviynt's platform.
• Collaborate with field engineers and technicians to isolate and fix product-related problems, acting as a trusted technical advisor.
• Document and report recurring or critical issues to our Engineering and R&D teams, providing actionable feedback that shapes future product development.
• Develop and maintain clear, accurate technical documentation, including troubleshooting guides and best practices, as solutions are discovered.
• Build and utilize diagnostic tools to proactively identify potential product difficulties and contribute to the overall stability and reliability of our solutions.
• Engage directly with customers and internal teams to ensure timely and effective resolution of technical inquiries.
• Get energised by diving deep into technical problems and finding creative solutions.
• Care deeply about customer success and ensuring they have a seamless experience with our product.
• Enjoy the challenge of understanding intricate software systems and how they interact.
• Thrive in a collaborative environment where you can share your knowledge and learn from others.
• Appreciate the opportunity to provide direct feedback that influences product direction.

WHAT YOU BRING:

• Bachelor’s degree and 3+ years of related experience; or an advanced degree without experience; or equivalent work experience.
• Proven experience in a technical support or similar customer-facing technical role.
• Experience supporting complex software applications in an enterprise environment.
• Demonstrated ability to understand and troubleshoot technical challenges.
• Experience with identity and access management (IAM) concepts and technologies.
• Familiarity with cloud platforms like AWS, Azure, or GCP.
• Understanding of common enterprise software installation and troubleshooting
  methodologies.
• Ability to read and interpret technical logs and diagnostic output.
• Basic knowledge of scripting or programming languages for tool development is a plus.
• Excellent written and verbal communication skills for clear explanations and documentation.
• Strong problem-solving and analytical abilities to diagnose complex issues.
• Patience and empathy when working with customers who may be facing challenging technical situations.
• A proactive and detail-oriented approach to tracking and resolving issues.
• Ability to work effectively both independently and as part of a supportive team.