Senior Manager, Technical Support at RingCentral overseeing global Tier 2 and Tier 3 Support Engineering teams. Driving excellence and optimizations for complex enterprise customer experiences.
About the role
- Technical Support Engineer providing advanced customer support for Saviynt's Privileged Access Management solutions. Collaborating with customers to resolve complex security challenges in cloud and hybrid environments.
Responsibilities
- 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.
- 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.
Requirements
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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