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WHAT YOU WILL BE DOING
WHAT YOU BRING
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Senior Platform Support Engineer
As a Sr. Platform Support Engineer in our SRE Operations team, you will be a key player in ensuring the 24x7x365 smooth operation of Saviynt’s Enterprise Identity Cloud. This role focuses on maintaining the stability, performance, and reliability of our platform with a strong emphasis on application layer support and operational ownership. You will be working closely with other operations team members, development, and engineering to resolve issues, implement improvements, and provide exceptional support. This is an opportunity for someone who enjoys operational challenges and problem-solving in a dynamic cloud environment and wants to see their work through to completion.
WHAT YOU WILL BE DOING
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Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods).
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Analyze application and DB (RDS, MySQL) performance issues.
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Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions.
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Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues.
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Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP.
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Effectively participate and contribute in on-call escalations with a strong operational mindset and provide technical guidance during critical incidents.
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Proactively communicate with customers on technical issues when required.
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Ability to guide junior engineers when needed technically.
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Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.
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Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment.
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Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times via engineering automation to reduce toil and waste.
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Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures.
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Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.
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Maintain operational documentation, including system diagrams, contact lists, and escalation paths.
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Ensure compliance with relevant security and compliance policies.
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Plan and coordinate scheduled maintenance activities with minimal impact to service availability.
WHAT YOU BRING
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Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
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Minimum of 5 years of experience in IT/Cloud operations and application support (specifically Java apps), with knowledge of cloud infrastructure (AWS and Azure).
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Strong experience with application support (Java, Grails, Hibernate) and performance analysis in a production environment, able to pinpoint a performance degradation through analysis.
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Strong understanding of cloud computing concepts, architectures, and services on both AWS and Azure platforms including Gov cloud requirements.
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Working knowledge of containerization and orchestration technologies, specifically Kubernetes.
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End-to-end technical accountability and operational ownership.
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Willingness to work in a 24/7 operating model (including Night Shift).
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Experience managing and troubleshooting network connectivity, including VPNs and connections to external networks.
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Familiarity with monitoring tools and practices, with experience in setting up and responding to alerts.
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Hands-on experience with log management and analysis tools, preferably Elastic Search.
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Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
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Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
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Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.
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Experience with Grafana systems and dashboards is a plus.
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Strong communication (written and verbal), interpersonal, and presentation skills.
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Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
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Experience in developing and documenting operational procedures and runbooks.
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Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
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Experience working in a SaaS environment is highly desirable
Must Have Requirements
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US Citizen (FedRamp High)
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Gov Cloud Experience
We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $110,000 to $140,000 annually.
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
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Saviynt is seeking a visionary Director / Senior Director to redefine the enterprise experience for our award-winning IGA and IAM platforms. Reporting to Global Customer support leadership, you will own the end-to-end strategy for orchestrating application and platform upgrades across hundreds of global enterprise customers resulting in a White Glove customer
experience. This high-impact role balances technical leadership with a customer-centric mission, ensuring that upgrades are predictable, low-risk, and seamlessly align with customer operations to ensure zero-disruption deployments. You will partner with internal teams to deliver seamless, zero-downtime upgrades that maintain constant business continuity for our
clients
Your primary focus will be transforming traditional maintenance into a world-class, automated operation. By partnering with Product and Engineering teams, you will develop an AI-driven framework to reduce complexity through pre-validation checks, automation, and customer self-service tools. You will establish a rigorous governance framework—including risk assessment,
rollback procedures, and incident response—to ensure 100% execution consistency and minimal downtime. By centralizing communication to customers, you will be putting the customer experience at the forefront of the upgrade experience. Success in this role is measured by elite performance across KPIs such as upgrade adoption rates, cycle time reduction, low Customer effort associated with upgrades and post-upgrade customer satisfaction.
As a global leader, you will navigate cross-functional complexities with skillful negotiation and influence, aligning teams across Sales, Success, and Operations to deliver a unified message. This is a coverage-based leadership role requiring the flexibility to manage events across various shift timings, including weekends, to meet the needs of our global business. If you are a strategic orchestrator who thrives at the intersection of Cloud Operations and Customer Experience, driving the next generation of SaaS innovation.
WHAT YOU WILL DO:
Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.
Own customer upgrade planning and customer communication for Strategic and select customers as designated
Establish a structured upgrade governance framework including pre-upgrade checklist, schedule communication, upgrade tracking and executive reporting.
Implement a clear, high-touch communication strategy to selected customersthat differentiates between Major release version upgrades and hotfix deployments
Collaborate and document the upgrade process/timelines for internalcollaboration and ongoing reporting to Saviynt teams.
Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk-mitigation.
Responsible for Root Cause Analysis and continuous improvement to the upgrade process.
Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability launch.
Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).
Partner with Product and Engineering teams to develop an AI based framework, toreduce upgrade complexity through automation, standardization, and pre-validationchecks.
Assess and implement customer self-service tools to align with industry standards
Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform. Plan for 2-3 version upgrades during the year.
Define and report on monthly Platform Maintenance activities to ensure that customerinfrastructure is consistently up to date.
Ensure customers receive clear, proactive communication regarding upcomingreleases, feature impacts, and upgrade windows.
Lead customer-facing briefings for strategic enterprise accounts requiring complexupgrades.
Establish rollback procedures, contingency planning, and incident responseframeworks for upgrade-related issues.
Define and track KPIs such as:
Customer NPS and Upgrade satisfaction
Upgrade success rate- Upgrade cycle time
Customer upgrade adoption rate
Customer satisfaction post-upgrade
Upgrade-related incident rates
Present executive-level reporting on upgrade readiness, risks, and outcomes.
Lead post-upgrade reviews and implement continuous improvement initiatives.
Manage technical projects as assigned.
WHAT YOU BRING:
support management role, customer-facing, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
improvement suggestions consistently
relentlessly prioritize based on business impact.
understanding of support delivery processes.
successful in this role.
functions and across all geographic regions.
resource constraints
diverse group of senior executives
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Identity Security - Sr. Customer Success Manager - SouthEast
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WHAT YOU WILL BE DOING
WHAT YOU BRING
Benefits
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The Support Account Manager (SAM) or Senior Support Account Manager (Sr. SAM) will manage customer loyalty, adoption of Saviynt’s innovative PAM product, and serve as the primary contact for accounts to drive the customer experience. SAM/ Sr. SAM will be responsible for driving value-based outcomes by understanding their business goals, providing oversight, driving adoption recommendations, and evaluating opportunities for increased service to reduce disruptions, improve operations, and accelerate innovation. In addition, the SAM / Sr. SAM will coordinate routine health checks and any required remediation to ensure our customers stay on track towards their goals for their assigned accounts. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others.
WHAT YOU WILL BE DOING
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Executive Partnership: Act as the primary strategic advisor for C-suite and IAM leadership, aligning Saviynt’s PAM capabilities with the customer’s overarching security and compliance goals.
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Renewal Ownership: Proactively manage the subscription renewal pipeline, identifying and mitigating "at-risk" indicators (low usage, technical debt, or stakeholder turnover) at least 6–9 months in advance.
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Quarterly Business Reviews (QBRs): Lead data-driven QBRs that move beyond "support ticket updates" to demonstrate ROI, security posture improvements, and progress against the customer’s success roadmap.
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Product Maturity Mapping: Guide customers through the PAM maturity curve—moving them from basic password vaulting to advanced features like Just-in-Time (JIT) access, session monitoring, and governance-driven elevation.
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The "Voice of the Customer": Translate complex customer requirements and "pain points" into structured feedback for Product and Engineering to influence the Saviynt roadmap.
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Net Promoter Score: Drive the customer experience and improve the Net Promoter score for assigned accounts
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Expansion & Upsell Discovery: Partner with Sales to identify "white space" opportunities, driving Net Revenue Retention (NRR) by uncovering new use cases or departments that need PAM coverage.
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Escalation Orchestration: Serve as the senior point of contact for critical technical issues, coordinating cross-functionally with Support, Engineering, and DevOps to ensure rapid resolution and root-cause transparency.
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Upgrade & Lifecycle Planning: Collaborate with customers to plan and execute seamless upgrades, ensuring they stay current with the latest SaaS features and security patches.
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Ecosystem Integration: Advise customers on integrating Saviynt PAM with their existing security stack (SIEM, IGA, ServiceNow) to maximize the "Identity-Centered" security approach.
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Reference Development: Identify and nurture "Power Users" to serve as brand ambassadors, case study participants, and peer references for prospective Saviynt customers.
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Partner Alignment: Coordinate with implementation partners (SIs) to ensure a smooth transition from "Go-Live" to "Run State," ensuring the customer never loses momentum post-deployment.
WHAT YOU BRING
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PAM Subject Matter Expert: Minimum 8+ years in customer-facing roles (TAM, CSM, Account Management, or Professional Services) with 2+ mandatory, deep experience in Privileged Access Management (PAM) and Identity Governance (IGA).
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The "Identity" Expert: Proven ability to navigate complex Cloud, Hybrid, and On-Premise IT architectures. Relevant certifications (CISSP, CISM, or Saviynt-specific) are highly preferred.
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Scale Specialist: A documented track record of successfully managing a portfolio of 25–30 enterprise accounts simultaneously without compromising quality or white-glove service.
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Education: Bachelor’s degree in Computer Science, Cybersecurity, Information Systems, or a related technical field.
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Commercial Acumen: Proven success in driving Net Revenue Retention (NRR). You must have experience identifying expansion opportunities and managing the end-to-end renewal pipeline.
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Outcome-Based Navigator: Ability to translate complex technical PAM configurations into "Business Value" for CISOs and IT Executives. You don't just talk about "features"; you talk about "risk reduction" and "compliance."
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Reference Hunter: History of turning frustrated or stagnant implementations into high-value, reference able brand ambassadors.
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Tenacious Problem Solver: Ability to diagnose high-pressure technical issues and orchestrate cross-functional teams (Engineering, Product, Sales) to reach a resolution.
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Global Agility: This is a high-impact, "non-8-to-5" role. You possess the flexibility and passion to support global customers across multiple time zones and cultures.
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Data-Driven Advocate: Expert at analyzing health metrics and customer feedback to identify churn risks early and build proactive "save" plans.
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The Bridge: Exceptional verbal and written communication skills with the "empathy of a partner and the authority of an expert."
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Hands-On Contributor: A "no task is too small" attitude. You are comfortable diving into the details of a technical environment while keeping your eyes on the customer’s long-term success.
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Key Exposure Desired:
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Application, data, and infrastructure governance.
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Legacy on-premise or modern cloud IGA offerings.
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Hands-on development and customization.
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Direct technical and business engagement with customers.
WHAT YOU WILL DO:
Deployment & Integration: Lead the implementation of IGA solutions and integrate them with critical enterprise applications and infrastructure.
Technical Oversight: Provide direction to mid-level and junior Engineers; train and groom top talent.
Documentation: Follow approved life cycle methodologies and create comprehensive design and testing documentation.
Collaboration: Coordinate with Product Management, Engineering, and Customer Success teams to resolve technical issues via debugging and research.
Sales Support: Assist direct and partner sales teams with technical pre-sales, including creating proofs of concept (POCs) and addressing customer objections
WHAT YOU BRING:
Bachelor’s degree in Engineering or similar (or equivalent experience)
2+ years at a Senior Consultant level or above focusing on the design and deployment of Identity Governance products.
Domain Expertise:
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User Lifecycle Management, Provisioning, and Reconciliation.
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Auditing, Reporting, and Access Certification.
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SoD (Segregation of Duties) and Cloud Security.
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Technical Skills: * Strong Java/J2EE and SQL knowledge.
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Web Services (REST/SOAP) and Directories.
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Unix Shell/Perl scripting and Batch Jobs.
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Soft Skills: Excellent presentation skills and the ability to thrive in a high-energy, fast-paced environment.
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Benefits:
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