Sr. Engineer, PAM Customer Support at Saviynt

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. Saviynt is looking for a customer-obsessed, technically strong engineer to support and enable customers adopting Saviynt’s Privileged Access Management (PAM) solutions. This role sits at the Customer Support organization, helping customers successfully deploy, operate, and scale Saviynt PAM while ensuring exceptional customer experience and business outcomes. You will work closely with Customers, Sales, Customer Success, Engineering, and Product Management to solve complex security challenges, influence solution design, and continuously improve Saviynt’s PAM offering. WHAT YOU WILL BE DOING: • Customer Technical Support & Problem Resolution • Provide advanced technical support for customers using Saviynt PAM, including troubleshooting complex issues across cloud and hybrid environments. • Diagnose, reproduce, and resolve problems related to privileged account onboarding, vaulting, session management, access workflows, integrations, and automation. • Own customer issues end-to-end, ensuring timely communication, root cause analysis, and resolution. • Proactively identify risks and recommend preventive actions to improve platform stability and customer success. • Assist customers in designing secure, scalable PAM architectures using Saviynt’s identity-centric PAM capabilities. • Advise on best practices for privileged access onboarding, policy modeling, access request workflows, approval chains, and session controls. • Partner with Sales and Customer Success to ensure cohesive product and services solutions aligned to customer security and business objectives. • Guide customers through installation, configuration, and customization of Saviynt PAM in SaaS and hybrid environments. • Support integrations with directories (AD/Azure AD), cloud platforms, databases, applications, DevOps tools, and SIEM/SOAR platforms. • Assist customers with automation, connectors, APIs, and scripting for operational efficiency. • Provide technical support and guidance to Technical Sales and field teams during demonstrations and evaluations. Collaboration & Product Feedback • Work closely with Engineering and Product Management to reproduce issues, validate fixes, and influence roadmap enhancements. • Share customer feedback, feature gaps, and competitive insights to drive continuous product improvement. • Create and maintain technical documentation, runbooks, knowledge articles, and best-practice guides. • Contribute to internal enablement, training sessions, and mentoring. WHAT YOU BRING: • Strong passion for solving customer problems—not just implementing software. • Ability to explain complex technical topics simply and clearly. • Comfortable working with both technical and non-technical stakeholders. • Proactive, collaborative, and comfortable taking initiative. • Focused on delivering real customer value and measurable outcomes. • Comfortable presenting to technical and executive audiences. Technical Skills & Experience Required: • 5+ years of experience in Identity & Access Management (IAM), Privileged Access Management (PAM), & security platforms. • Hands-on experience with at least one PAM solution (Saviynt, CyberArk, BeyondTrust, Delinea, etc.). • Strong understanding of:- Privileged account lifecycle management- Vaulting and credential rotation- Session management and monitoring- RBAC / ABAC / policy-driven access • Experience with cloud platforms (AWS, Azure, GCP). • Working knowledge of scripting and automation (Python, PowerShell, Bash, REST APIs). • Familiarity with directories, databases, Linux/Windows administration, and networking fundamentals. Nice to have: • Experience with DevOps and CI/CD integrations. • Exposure to compliance frameworks (SOX, SOC2, PCI-DSS, HIPAA, ISO). • Prior customer-facing role in enterprise SaaS or security company If required for this role, you will: - Complete security & privacy literacy and awareness training during onboarding and annually thereafter - Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy > Incident Response Policy/Procedures > Business Continuity/Disaster Recovery Policy/Procedures > Mobile Device Policy > Account Management Policy > Access Control Policy > Personnel Security Policy > Privacy Policy Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us! Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.