Careers

Technical Support Manager

DESCRIPTION

The Technical Support Manager is a versatile operational leader, change agent, and a Customer Success advocate. In this role, you provide the operations team with a roadmap to success, lead by example, and carry Saviynt values in your interactions with customers. You partner with various teams internally to deliver superior customer experiences. You prioritize day-to-day support efforts to achieve business goals and enable customer success.Please note: this role is based in Los Angeles, California, with no remote work option.Responsibilities include

  • Manage the day-to-day activities of a team of support engineers; providing them guidance and direction necessary
  • Build your team’s “roadmap for success”; optimize team workflows and tools and align work to effectively utilize team’s knowledge, skills, and interests
  • Defines KPIs for support team and measures it on a regular basis.
  • Ensures all SLA’s are met and has proactive processes in place to make sure no SLAs are breached
  • Provides regular dash boards and metrics to internal and external stakeholders
  • Builds a culture of customer first within in the Operations team
  • Coach your team to success; give them the opportunity to grow and excel and provide consistent feedback, counseling and mentoring. Facilitate both short-term and long-term up-leveling activities and professional development
  • Serve as a point of escalation for customer issues; ensuring the appropriate resources are engaged for timely action and proper traction
  • Work with others to scale the organization for growth and change the way we do things – for the better!
  • Participate as a Communication Manager during Service Interruptions; providing timely, accurate, and easily consumable communications throughout the incident life-cycle
  • Manage Support-related projects, programs and/or initiatives to successful outcomes

REQUIREMENTS

  • You have 5+ years’ experience successfully managing day-to-day operations and personnel for highly responsive SaaS support
  • Domain knowledge on the below areas of Identity Access Management
    • User Lifecycle Management, Provisioning and Reconciliation
    • Auditing, Reporting and user activity Monitoring
    • Access Certification
    • SOD
    • Cloud Security
  • Must be able to thrive in a fast paced, high energy environment
  • Ability to work independently, adapt quickly, and maintain a positive attitude
  • You can articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, balancing business needs and customer expectations
  • You communicate clearly and concisely, both written and verbal, to a variety of audiences
  • You can gather, analyze and interpret data; and identify, define and resolve problems
  • You are experienced collaborating with and influencing cross-functional teams
  • You thrive in a fast-paced, growth environment where business and process evolution is a constant
  • You have a visible commitment to supporting the growth and success of those who work for and around you and have demonstrated personnel management and coaching skills – we measure managers by their contributions to the success of others and building positive culture

TO APPLY FOR THIS POSITION

Email your resume and Cover letter to: jobs@saviynt.com