Sr. Engineer, IAM Support - Federal 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.
Saviynt has an exciting opening for our Support team As operations senior engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging research, and investigation for Saviynt's Federal practice to defense and civilian customers.

Requirements:

• 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 IAM service offerings
• Follow approved life cycle methodologies
• Create knowledge documentation for testing, troubleshooting, mitigation, and resolution

Qualifications:

• U.S. Citizenship: Applicants must be United States citizens.
• Bachelors or equivalent experience in Engineering or CIS/Cyber Security/IT field
• 4-5 years of customer-facing Technical Support (in FedRAMP environment preferred) OR 3-4 years of industry experience in the administration of Identity Management and Governance products 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 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
• 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
• 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

The candidate must:

• Meet US persons on US soil requirements
• Undergo full background investigation/screening
• Undergo IAL3 requirements (Identity proofing to include I-9 document verification, biometric collection, and mailing address confirmation)

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
We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Saviynt, it is not typical for an individua