Technical Support Engineer (PAM)

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 [](http://www.saviynt.com/). This role sits inside the PAM team and is infrastructure- and operations-first. The Technical Support engineer keeps the **PAM platform reliable, performant, and debuggable** — owning the underlying infrastructure (AWS, Kubernetes, Windows/Linux session hosts, databases, networking) and the observability around it, and driving structured incident response when privileged sessions, access requests, or provisioning break. They bring foundational PAM knowledge—enough to understand the core components and internal flows and root-cause failures end-to-end—but the heart of the role is the infrastructure, cloud, and operations skillset below. They validate behavior across platform patches and automate and instrument to keep the platform highly available and secure. Deep PAM policy administration stays with the PAM/IAM engineers; this role keeps the platform running. ### WHAT YOU WILL BE DOING: - Investigate and resolve customer-reported technical issues, guiding them through complex installation, operation, and maintenance scenarios for Saviynt's platform. - Collaborate with field engineers and technicians to isolate and fix product-related problems, acting as a trusted technical advisor. - Document and report recurring or critical issues to our Engineering and R&D teams, providing actionable feedback that shapes future product development. - Develop and maintain clear, accurate technical documentation, including troubleshooting guides and best practices, as solutions are discovered. - Build and utilize diagnostic tools to proactively identify potential product difficulties and contribute to the overall stability and reliability of our solutions. - Engage directly with customers and internal teams to ensure timely and effective resolution of technical inquiries. - Get energised by diving deep into technical problems and finding creative solutions. - Care deeply about customer success and ensuring they have a seamless experience with our product. - Enjoy the challenge of understanding intricate software systems and how they interact. - Thrive in a collaborative environment where you can share your knowledge and learn from others. - Appreciate the opportunity to provide direct feedback that influences product direction. ### WHAT YOU BRING: **Core PAM & Identity Knowledge (foundational)** - **PAM platform fundamentals** — session management, vault configuration, JIT access, and emergency / break-glass access flows. - **Privileged access concepts** — least privilege, standing vs. just-in-time access, session recording, and credential checkout. - **Access request lifecycle** — request state transitions, approvals, and provisioning triggers. - **Role / entitlement management** — firefighter / break-glass ID (FFID) provisioning, access revocation, and task-creation workflows. **Infrastructure & Platform Skills** - **Windows Server administration** — RDS, RemoteApps, RDP session hosts, RDS CAL licensing, and Event Viewer troubleshooting. - **Linux / Unix administration** — SSH session management, IBM AIX/Unix host onboarding, and session-launch debugging. - **Kubernetes & containers** — pod scaling, resource limits, log inspection (kubectl logs), and workload management (e.g., video-conversion pods). - **MySQL / databases** — query performance, slow-query analysis, index tuning, and connection-pooling issues. **AWS Cloud Skills** ***Core compute & networking*** - **EC2** — managing session-host instances, instance types, AMI management, security groups, and key pairs. - **VPC** — subnets, routing tables, NACLs, and VPC peering (especially for isolated PAM environments). - **ELB / ALB** — load-balancer health checks, sticky sessions, and SSL termination for PAM web services. ***Containers & orchestration*** - **EKS (Elastic Kubernetes Service)** — managing PAM workloads (e.g., video-conversion pods), node groups, and cluster autoscaling. - **ECR** — container image management — pulling/pushing PAM service images. - **ECS** — alternative to EKS for task-based workloads. ***Observability & monitoring*** - **CloudWatch** — log groups/streams for PAM services, metric alarms, dashboards, and log-insights queries to hunt down session failures or provisioning errors. - **CloudWatch Logs Insights** — querying application logs at scale — very useful for root-causing JIT failures across many requests. **Networking & Security** - **Network fundamentals** — firewall rules, ports for RDP/SSH/jump hosts, and proxy/gateway configuration. - **Secrets & vault management** — password rotation, credential injection, and preventing plaintext secrets in logs. - **TLS / certificate basics** — session encryption and certificate-validation errors. - **Security incident response** — identifying exposures, log analysis, and escalation. **Integration & Application Support** - **SAP GUI / enterprise app integration** — RemoteApp publishing and file-explorer execution restrictions. - **LDAP / Active Directory** — user provisioning, group membership, and authentication troubleshooting. - **REST APIs** — PAM platform API usage for provisioning, status checks, and integration debugging. - **SSO / SAML basics** — federation issues that surface as session-launch failures. **Operational & Tooling Skills** - **Jira** — incident tracking, regression analysis, and ticket lifecycle management. - **Confluence** — runbook authoring, incident documentation, and knowledge-base maintenance. - **Log analysis** — parsing application and system logs to identify root causes. - **Monitoring basics** — alerting on pod health, session failures, and queue backlogs. - **Patch / regression analysis** — validating behavior before and after platform patches (critical given Patch 20 work). **Other Skillset (Soft Skills & Process)** - **Incident management (P1/P2)** — structured triage, MTTR reduction, and customer communication. - **Root cause analysis** — 5-why methodology and clear PIR/RCA documents. - **Cross-functional coordination** — working with platform, security, customer success, and application teams. - **Runbook authoring** — writing reproducible steps for common failure scenarios.