Identity Operation/Support (L2)- (Saviynt + SQL)
- Bangalore, Karnataka
- Permanent
- Full-time
Experience: 5-7 years
Location: IN - Bangaluru, Karnataka (Hybrid)Job Summary:The Level 2 Support Specialist will be responsible for assisting clients and customers with technical issues related to Saviynt's software products and services. The successful candidate will leverage their in-depth product knowledge and technical expertise to provide timely and effective solutions, ensuring customer satisfaction and maintaining a high level of service quality.Responsibilities:
- Respond to incoming support requests via various channels (phone, email, chat, ticketing system) from clients and customers experiencing technical issues.
- Troubleshoot and diagnose complex technical problems related to Saviynt's software products, including but not limited to access management, identity governance, and compliance solutions.
- Analyze and debug Java-based applications within the Saviynt environment.
- Utilize SQL queries to investigate and resolve database-related issues.
- Collaborate Development, and other cross-functional teams to resolve escalated issues that require deeper technical analysis.
- Provide step-by-step guidance and clear explanations to clients to help them understand and implement solutions effectively.
- Document all interactions and solutions in the company's ticketing and knowledge base systems for future reference and continuous improvement.
- Escalate unresolved issues to Level 3 Support or appropriate teams, following established procedures.
- Participate in knowledge sharing and training sessions to enhance personal and team skills and stay updated with product updates and releases.
- Contribute to the development of support documentation, FAQs, and best practice guides to assist clients in self-service issue resolution.
- Contribute to root cause analysis and post-incident reports to prevent recurring issues.
- Participate in on-call rotations, if required, to provide after-hours support to clients.
- 5-7 years of experience in a technical support role, preferably in a software or technology company.
- Strong knowledge of Saviynt's software products and services, with the ability to troubleshoot complex technical issues.
- Proficiency in Java programming and troubleshooting skills.
- Strong understanding of SQL and experience with database queries and troubleshooting.
- Proficiency in working with various operating systems (Windows, Linux, etc.) and databases.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical clients.
- Strong problem-solving skills and the ability to think critically under pressure.
- Experience with support ticketing systems (ServiceNow).
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Relevant certifications (e.g., ITIL, product-specific certifications) are a plus.
- Flexibility to work on-call and outside regular business hours when necessary.