Principal Product Operations 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
- Troubleshooting of customer reported incidents and system alerts
- Identify, debug and troubleshoot break fix issues and take it to a resolution
- Provide technical analysis for 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
- Domain
- Kubernetes, Microservices, RDS based platforms with ability to debug issues at data plane and control plane
- KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity
WHAT YOU BRING
- 8+ years hands-on experience in a SaaS Operations environment supporting a high scale Kubernetes based architecture in public clouds
- Extensive hands-on experience in debugging issues with Microservices, XML, Java, Javascript, JSON, APIs
- Knowledge of SQL databases with ability to tune queries to resolve anomalies and achieve high performance
- Proven ability to diagnose issues through the use of Monitoring Tools, Grafana, DataDog, etc
- Knowledge of Java to be able to review and troubleshoot code.
- Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
- Keywords: Kubernetes, API, RDS, Performance Optimization, High Availability
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.
