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

Identity and Access Management, CybersecurityIndustries

Requirements

10+ years of experience in Technical Support, Product Engineering, or similar customer-facing technical roles, with a preference for experience in SaaS, Identity Governance, or Cybersecurity domains
Strong understanding of Saviynt architecture or comparable IGA/PAM platforms
Proven experience managing or leading technical teams focused on supportability or sustaining engineering
Exposure to enterprise customer environments (cloud, hybrid, on-prem) and the ability to navigate complex architectures
Understanding of debugging, log analysis, performance troubleshooting, and root cause identification
Excellent communication skills for engaging with internal stakeholders, including Engineering, Product Managers, Support teams, and Customers
Demonstrated ability to effectively manage priorities across multiple high-impact issues under pressure
Experience with tools such as JIRA, Confluence, Splunk, Datadog, and Postman is a plus
Bachelor's degree in Computer Science, Engineering, or a related technical field. A Master’s degree is preferred
Availability for a Hybrid work model, requiring a minimum of 3 days per week in the Bangalore office, with flexibility for occasional extended hours during critical customer escalations or product releases

Responsibilities

Lead the supportability function, managing escalated technical issues that require in-depth analysis and reporting
Bridge the gap between Technical Product Support (L1–L3) and Engineering/Product, ensuring a timely, accurate, and complete information flow
Take ownership of Root Cause Analysis (RCA) and post-mortem reports for complex customer issues and escalations
Collaborate with Engineering to influence bug prioritization, technical debt resolution, and product enhancements based on customer pain points
Maintain a robust feedback loop with Product Management, highlighting recurring issues and advocating for roadmap adjustments
Ensure a consistent process for the reproduction, debugging, and documentation of critical issues, facilitating knowledge transfer to both Support and Engineering teams
Recruit, mentor, and manage a high-performing supportability team with strong technical acumen across Saviynt's modules (IGA, PAM, CPAM, Application Access Governance, etc.)
Define and monitor key metrics for case handling, resolution time, and inter-team hand-offs
Contribute to automation and tooling initiatives aimed at improving productivity and reducing Mean Time To Resolution (MTTR)
Serve as the escalation point for high-severity or sensitive cases, working directly with Customer Support Leadership and Engineering stakeholders

Skills

Root Cause Analysis

Debugging

Issue Reproduction

IGA

PAM

CPAM

Application Access Governance

Post-Mortem Reports

Team Management

Cross-Functional Collaboration

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