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Saviynt is seeking an Associate Principal Technical Support Engineer to join its identity and access management platform team in Bengaluru. This is a senior technical support role focused on proactive platform reliability, incident management, and operational excellence for Saviynt's AI-powered identity governance solution.
You will identify, debug, and troubleshoot break-fix issues to resolution, while automating proactive detection and prevention of SLA breaches and outages before they impact customers. You'll configure observability and monitoring platforms (such as Datadog, Prometheus, Grafana) to send actionable alerts and create automated standard operating procedures. As a Level 4 support engineer, you'll provide advanced technical support within agreed service levels and implement effective incident, service request, change, and problem management processes.
Key responsibilities include maintaining system configurations and comprehensive documentation, providing daily/weekly health reports on the cloud platform and automation effectiveness, and collaborating closely with business teams and DevSecOps on IAM service offerings. You'll be responsible for ensuring the platform operates reliably at scale and continuously improving operational insights from data.
This role requires deep technical expertise across cloud infrastructure, databases, scripting, and application performance monitoring. You'll work with global customers and contribute to the reliability and security of identity systems protecting Fortune 500 companies and government institutions.
REQUIREMENTS:
- 10+ years of experience in a software support role
- 10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, and database systems
- Strong understanding of cloud offerings (AWS or Azure preferred)
- Hands-on experience with cloud components: public cloud, containers, Kubernetes, applications, APIs
- Extensive experience in database operations and SQL
- Strong hands-on scripting experience (Shell, Javascript, Python, Groovy)
- Knowledge of Java/J2EE
- Experience with ticketing systems, monitoring, and automation platforms (Freshdesk, Datadog, Prometheus, Grafana, RunDeck)
- Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering (SRE)
- Experience working with global customers and strong customer focus
- Excellent written and verbal communication skills
- Understanding of SLAs and commitment to maintaining them
- Bachelor's degree or equivalent experience
PREFERRED:
- Identity and Access Management (IAM) domain knowledge
- Hands-on implementation/maintenance experience with IGA platforms
- Experience with Saviynt, Sailpoint, or similar IGA solutions
- Experience with SSL certificates and SSO technologies
