Associate Principal Technical Support Engineer

WHAT YOU WILL BE DOING

 

• Identify, debug and troubleshoot break fix issues and take it to a resolution
• Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers
• Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts
•  Provide Level 4 support for the system within agreed service levels
• Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area
•  Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Work closely with business teams and DevSecOps teams on for activities related to supporting the IAM service offerings

WHAT YOU BRING

• 10+ years Experience in a Software Support role.
• Strong understanding of Cloud offerings – AWS or Azure preferred
• Hands-on experience in internals of cloud components (ex. Public Cloud, Containers,
• Kubernetes, Applications, APIs)
• Database : Extensive experience in database operations & SQL
• Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
• Experience working with global Customers and strong customer focus
• Excellent written and verbal communication skills
• Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)
• Identity and Access Management domain knowledge is a preference
• Hands-on implementation/maintenance experience of the IGA platform is a preference
• IGA: Saviynt or Sailpoint or relevant Experience with SSL Certificates and SSO technologies is a preference
• Bachelor’s degree or an equivalent experience
• 10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, database systems.
• Experience in one of the public cloud platforms – AWS or Azure
• Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights
• Knowledge of Java/J2EE and SQL Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck
• Understanding of SLAs and the importance of being within SLAs

Security & Compliance
This role requires adherence to Saviynt’s information security and privacy policies and procedures, including annual security training.

Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Responsibilities

• Lead end-to-end execution of projects and cross-functional deliverables for Associate Principal Technical Support Engineer.
• Collaborate closely with departmental peers and stakeholders to ensure seamless operational continuity.
• Monitor core performance KPIs, troubleshoot bottlenecks, and implement optimization protocols.
• Champion high quality standards, peer reviews, and comprehensive team documentation.