Technical Support Engineer

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