Associate Principal Technical Support Engineer

Ovii's Interpretation of the Role

The Associate Principal Technical Support Engineer provides Level‑4 support for Saviynt’s identity platform, ensuring cloud services meet SLA targets and incidents are resolved quickly. The role blends deep cloud, database, and scripting expertise with strong customer communication to drive proactive monitoring and automation.

Role Snapshot

• Level‑4 technical support
• Cloud platform troubleshooting (AWS/Azure)
• Database operations & SQL
• Scripting automation (Shell, JavaScript, Python, Groovy)
• Incident, change, problem management

Must-Have Requirements

• AWS or Azure
• Kubernetes / Containers
• Shell, JavaScript, Python, Groovy scripting
• SQL & database operations
• Ticketing/monitoring/automation tools (Freshdesk, Datadog, Prometheus, Grafana, RunDeck)
• Java / J2EE
• APM & SRE knowledge
• Written and verbal communication
• Software Support
• Cloud platforms
• Database operations
• Scripting
• Ticketing & monitoring tools
• Bachelor’s degree or equivalent

Nice-to-Have Signals

• IAM domain knowledge
• IGA platform experience (Saviynt or Sailpoint)
• SSL certificates and SSO technologies
• IAM domain
• IGA platform
• SSL/SSO

Work Setup

• Location: Bengaluru, India
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility

What You'll Likely Work On

• Diagnose and resolve complex production issues as Level‑4 support
• Automate detection and prevention of SLA breaches using monitoring and alerting tools
• Configure observability platforms and create automated SOPs for alerts
• Own Incident, Service Request, Change, and Problem management processes
• Produce daily/weekly health reports for the cloud platform
• Maintain system configurations, documentation, and infrastructure support artifacts
• Collaborate with business and DevSecOps teams on IAM service delivery

Good Fit If You Have

• Enjoys working with global customers and strong customer focus
• Thrives in a fast‑paced, hybrid environment
• Passionate about scaling cloud services and extracting operational insights