Manager, Customer Support at Saviynt

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role
Proven track record of managing teams in a 24x7 support environment
Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable
Strong people management skills with the ability to motivate and develop a team
Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience
Strong analytical and troubleshooting skills with a proactive approach to problem-solving
Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership
Experience in defining and optimizing support processes and performance metrics
Willingness to work night shifts and flexible hours to support global customers
Bachelor’s degree in Computer Science, Information Technology, or a related field

Responsibilities

Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service
Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries
Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues
Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics
Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations
Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills
Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience
Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally
Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership

Skills

Key technologies and capabilities for this role

Team LeadershipShift ManagementCustomer EscalationsPerformance MonitoringKPIs24x7 SupportTraining & DevelopmentContinuous ImprovementCross-functional CollaborationReporting

Questions & Answers

Common questions about this position

What experience is required for the Manager, Customer Support role?

Candidates need 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role, and a proven track record of managing teams in a 24x7 support environment. Experience in IAM/IGA technologies such as AD, LDAP, SAP, SQL databases, and ServiceNow is highly desirable.

What are the key skills needed for this position?

The role requires strong leadership and people management skills, customer-focused escalation handling, problem-solving and analytical abilities, excellent communication skills, and experience in defining support processes and metrics.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the work schedule like for this role?

The role involves leading and overseeing night shift operations in a 24x7 support environment to ensure seamless customer service for global customers.

What does a strong candidate for this role look like?

A strong candidate has 7-10 years in technical support including 3-5 years in management within 24x7 environments, experience with IAM/IGA technologies, and excels in leadership, customer escalations, problem-solving, communication, and process optimization.

Saviynt

Cloud-based identity security and access governance

About Saviynt

Saviynt provides a cloud-based platform focused on identity security and access governance for businesses. Its services include identity governance and administration, third-party access governance, and cloud privileged access management, all aimed at helping organizations manage and secure digital identities, including those of employees and vendors. The platform features automated workflows and tools that simplify identity lifecycle management, while offering visibility and analytics to help businesses stay audit-ready and reduce identity-related risks. Unlike many competitors, Saviynt emphasizes user-friendliness and ease of implementation, making it accessible for a wide range of clients from small businesses to large enterprises. The company's goal is to protect major brands and support their cloud and security initiatives through a subscription-based model that ensures ongoing revenue and investment in product development.

El Segundo, CaliforniaHeadquarters

2010Year Founded

$165.4MTotal Funding

DEBTCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees