Senior Engineer, SaaS Operations

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.
As an operations senior engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging, research, and investigation. Provide Level 3 support for our clients.

WHAT YOU WILL DO

• Resolve technical issues through debugging, research, and investigation
• Provide support for the system within agreed service levels
• Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
• Provide technical oversight on P1/SEV1 incidents
• Provide ongoing communication of ticket status per SLA
• Attend customer facing status calls daily/weekly, when appropriate
• Train, mentor, and host workshops for engineers on emerging technology, processes or level up new hires
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Help with operations after go-live, ensuring SLAs are adhered to and met
• Work closely with business, Engineering, Infrastructure/DevOps and Security teams on activities related to supporting the SaaS offerings
• Follow approved life cycle methodologies
• Create knowledge documentation for testing, troubleshooting, mitigation, and resolution

WHAT YOU BRING

• Bachelor's or equivalent experience in Engineering or CIS/Cyber Security/IT field
• 4-5 years of customer facing Technical Support OR 3-4 years of industry experience in administration of SaaS products (or IAM/IGA) in design, development, customization, configuration, and deployment
• 1-2 years as a technical lead and mentor or trainer
• Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
• Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
• Understanding of SLAs and the importance of meeting SLAs
• Ability to provide 24/7 on-call support as an SME (on a rotational basis)
• Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
• Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
• Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
• Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
• Knowledge of Java/J2EE
• Experience in Unix Shell/Perl scripting
• Knowledge of Microservices (Kubernetes or Spring Cloud)
• Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar industry technologies is preferred


• Ability to excel in a team-oriented, project-based work environment
• Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
• Strong interpersonal and business communication skills
• Must be able to thrive in a fast-paced, high energy environment
• Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage

Benefits• Flexible work arrangements•  Medical, Dental, Vision, and Life Insurance• 401K• Unlimited Vacation• Sick pay• Daily catered lunches and healthy snacks at offices• Team Socials
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.