Principal Product Support Engineer

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work. WHAT YOU WILL BE DOING

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels.
• Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• Support the client/partner administrators across multiple organizations.
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues.
• Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, or configuration.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Document new processes and keep existing documentation and tools up to date as the environment changes.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

WHAT YOU BRING

• 7+ years of hands-on experience in support roles, working directly with enterprise customers.
• 7+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siems tools
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience working with Cloud Services like AWS, GCP and Azure
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.