Associate Principal Technical Support Engineer
Saviynt
full-time
Posted on:
Location Type: Hybrid
Location: Sandy Springs • United States
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About the role
- Develop and deliver comprehensive support of the product that combine soft skills with technical knowledge, equipping the Technical Support team to handle complex issues with empathy, clarity, and efficiency.
- Design and facilitate interactive workshops, role-playing exercises, and case study sessions focused on enhancing communication, active listening, problem-solving, and conflict-resolution skills in the context of technical support interactions.
- Understand, Troubleshoot and resolve issues in IGA/IAM solution for Saviynt product
- Collaborate with technical trainers and product experts to integrate product-specific scenarios and troubleshooting techniques into soft skills training.
- Assess training needs through observation, feedback, and performance data, continuously refining content to align with business goals, team requirements, and evolving customer needs.
- Coach and mentor Technical Support team members on customer interaction best practices, including building rapport, managing expectations, handling difficult situations, and effectively escalating issues.
- Stay abreast of industry trends and best practices in technical support and soft skills training to ensure the team remains at the forefront of customer service excellence.
- Continuously measure and improve the training program based on feedback, evaluations, and trainee performance.
- Survey new hires to understand areas for improvement and execute those improvements in the training program
Requirements
- Strong Experience supporting IGA/IAM solutions with Saviynt or related technology
- Minimum 2–3 years operating at a senior or lead level, even if not formally titled “Principal” in technical support, systems engineering, in IAM/IGA with Saviynt experience
- Strong knowledge of Saviynt product or related technology/product
- Experienced with soft skills or technical support training, with a demonstrated passion for developing others.
- Strong understanding of customer service principles in a technical environment, particularly within a phone-based, email-based, and/or chat-based support setting.
- Excellent presentation, communication, and interpersonal skills, with the ability to engage and motivate diverse learners.
- Familiarity with IGA/IAM solutions is required and working with complex, enterprise-grade products
- Exceptional verbal and written communication skills, including communicating technical information clearly and concisely.
- Active listening, empathy, and patience in handling customer interactions, especially in stressful situations.
- Strong analytical and problem-solving skills, with the ability to identify and address technical and interpersonal challenges.
- Proficient in training needs assessment, curriculum design, and delivering engaging training sessions.
- Adaptability and a willingness to learn and embrace new technologies and training methodologies.
- Understanding of Global Cultures and how to connect with customers across regions.
- Experience in the SaaS industry, particularly in identity or security solutions.
- Familiarity with relevant tools and technologies used by the Technical Support team (e.g., CRM systems, ticketing systems, remote support tools).
- Experience working with diverse teams across different geographies.
Benefits
- Equal opportunity employer
- Welcoming and positive work environment
- Growth and learning opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IGA solutionsIAM solutionsSaviynt producttechnical support trainingcurriculum designtraining needs assessmentproblem-solvinganalytical skillscustomer service principlestechnical troubleshooting
Soft skills
communication skillsactive listeningempathypatiencepresentation skillsinterpersonal skillscoachingmentoringadaptabilityconflict resolution