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Saviynt is an AI-powered identity platform that manages and governs human and non-human access across organizations' applications, data, and business processes. This Technical Support Engineer role sits within the PAM (Privileged Access Management) team and is infrastructure- and operations-focused.
You will own the reliability, performance, and debuggability of the PAM platform, managing underlying infrastructure (AWS, Kubernetes, Windows/Linux session hosts, databases, networking) and observability. You'll drive structured incident response when privileged sessions, access requests, or provisioning fail, and bring foundational PAM knowledge to understand core components, internal flows, and root-cause failures end-to-end. The heart of the role is infrastructure, cloud, and operations expertise—you'll validate behavior across platform patches, automate and instrument systems to maintain high availability and security, and keep the platform running reliably.
Key responsibilities include:
- Investigate and resolve customer-reported technical issues, guiding them through complex installation, operation, and maintenance scenarios
- Collaborate with field engineers and technicians to isolate and fix product-related problems
- Document and report recurring or critical issues to Engineering and R&D teams, providing actionable feedback that shapes product development
- Develop and maintain technical documentation, troubleshooting guides, and best practices
- Build and utilize diagnostic tools to proactively identify potential product difficulties
- Engage directly with customers and internal teams to ensure timely resolution of technical inquiries
- Perform incident management (P1/P2), structured triage, and root cause analysis
- Author runbooks for common failure scenarios and coordinate cross-functionally with platform, security, customer success, and application teams
Requirements:
- Core PAM & Identity Knowledge (foundational): PAM platform fundamentals (session management, vault configuration, JIT access, emergency/break-glass access flows); privileged access concepts (least privilege, standing vs. just-in-time access, session recording, credential checkout); access request lifecycle (request state transitions, approvals, provisioning triggers); role/entitlement management (FFID provisioning, access revocation, task-creation workflows)
- Infrastructure & Platform Skills: Windows Server administration (RDS, RemoteApps, RDP session hosts, RDS CAL licensing, Event Viewer troubleshooting); Linux/Unix administration (SSH session management, IBM AIX/Unix host onboarding, session-launch debugging); Kubernetes & containers (pod scaling, resource limits, log inspection with kubectl, workload management); MySQL/databases (query performance, slow-query analysis, index tuning, connection-pooling issues)
- AWS Cloud Skills: EC2 (managing session-host instances, instance types, AMI management, security groups, key pairs); VPC (subnets, routing tables, NACLs, VPC peering for isolated PAM environments); ELB/ALB (load-balancer health checks, sticky sessions, SSL termination for PAM web services)
- Observability & Troubleshooting: Log parsing to identify root causes; monitoring basics (alerting on pod health, session failures, queue backlogs); patch/regression analysis (validating behavior before and after platform patches)
- Soft Skills & Process: Incident management (P1/P2), structured triage, MTTR reduction, customer communication; root cause analysis using 5-why methodology and clear PIR/RCA documents; cross-functional coordination; runbook authoring
