Associate Principal Technical Support Engineer

About the role

Customer Support team at Saviynt delivers AI‑powered identity platform reliability for enterprise clients. The role identifies, debugs and resolves complex break‑fix issues, automates proactive SLA monitoring, and configures observability tools to generate actionable alerts. Works hybrid from Bengaluru, collaborating with DevSecOps and global customers to maintain cloud configurations and incident management processes.

What you’ll do

• Identify, debug and troubleshoot break‑fix issues to resolution
• Automate detection and prevention of SLA breaches and outages
• Configure monitoring platforms and create automated SOPs for alerts
• Provide Level 4 support within agreed service levels
• Implement Incident, Service Request, Change and Problem management processes
• Generate daily/weekly health reports for cloud platform and automation effectiveness
• Maintain system configurations, documentation, and operating procedures
• Collaborate with business and DevSecOps teams on IAM service support

What you’ll bring

• 10+ years software support experience
• Strong understanding of AWS or Azure cloud services
• Hands‑on with containers, Kubernetes, and APIs
• Extensive SQL and database operations
• Scripting proficiency in Shell, Python, JavaScript or Groovy
• Experience with APM and SRE practices
• Familiarity with ticketing and monitoring tools like Freshdesk, Datadog, Prometheus
• Bachelor’s degree or equivalent

Skills