Principal Support Engineer - Support Operations (Cloud Service Engineer)
Bengaluru
Support – Customer Support /
Full-Time /
Hybrid
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
- 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
- Provide Level 4 troubleshooting support for the system within agreed service levels.
- Identify, debug, and troubleshoot break fix issues and take it to a resolution.
- Provide technical analysis for the production 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.
- Mentor and train other team members with tech solutions.
- Collaborating with Engineering, Product, and IGA Support Engineers to minimize downtime and maintain service quality.
- 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.
- Domain
- SaaS Domain - Supporting SaaS Platform, ensuring optimal performance, security, and scalability on platforms such as AWS, Azure
- Performance Optimization:
- Identify and address performance bottlenecks, optimizing resource utilization for improved efficiency.
- Conduct regular performance analysis and implement enhancements to meet growing demands.
- Automation:
- Lead development of automation scripts and tools to streamline and simplify repetitive tasks, improving efficiency and reducing human error.
- Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers.
- Responsible for the maintaining process documentation and standard operating procedures.
WHAT YOU BRING
- Years of Experience: 8+ Years in SaaS Operations
- Must Have
- Strong Experience in SaaS Operations
- Hands-on experience in internals of cloud components (ex. Public Cloud, Containers, Kubernetes, Applications, APIs)
- Experience in one of the public cloud platforms – AWS or Azure
- Linux VM, MySQL
- Hands On experience in using monitoring tools (e.g., Prometheus, Grafana),
- Hands On experience in using Observability tools (e.g. Elastic APM, Datadog),
- Database: Strong experience in database operations & SQL
- Strong knowledge on Networks, Storage and Cloud to handle troubleshooting of SaaS operational issues.
- Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
- Nice to Have
- Proficiency in scripting languages (e.g., Python, Bash) and automation tools.
- Knowledge of ITIL processes
- SAML, JSON, YAML
- Identity and Access Management domain knowledge is a preference.
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
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.
