Associate Principal Technical Support Engineer jobs in United States
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Saviynt · 1 day ago

Associate Principal Technical Support Engineer

positionAtlanta, GA
timeFull-time
remoteHybrid
senioritySenior Level, Lead/Staff
date2+ years exp

Saviynt is a leader in identity security, providing AI-powered identity governance solutions. The Associate Principal Technical Support Engineer will develop and deliver training programs for the Technical Support team, focusing on enhancing soft skills and technical expertise to improve customer satisfaction and team performance.

Artificial Intelligence (AI)Cloud Data ServicesCyber SecurityEnterprise Software
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H1B Sponsor Likelynote

Responsibilities

Develop and deliver comprehensive support of the product that combine soft skills with technical knowledge, equipping the Technical Support team to handle complex issues with empathy, clarity, and efficiency
Design and facilitate interactive workshops, role-playing exercises, and case study sessions focused on enhancing communication, active listening, problem-solving, and conflict-resolution skills in the context of technical support interactions
Understand, Troubleshoot and resolve issues in IGA/IAM solution for Saviynt product
Collaborate with technical trainers and product experts to integrate product-specific scenarios and troubleshooting techniques into soft skills training
Assess training needs through observation, feedback, and performance data, continuously refining content to align with business goals, team requirements, and evolving customer needs
Coach and mentor Technical Support team members on customer interaction best practices, including building rapport, managing expectations, handling difficult situations, and effectively escalating issues
Stay abreast of industry trends and best practices in technical support and soft skills training to ensure the team remains at the forefront of customer service excellence
Continuously measure and improve the training program based on feedback, evaluations, and trainee performance
Survey new hires to understand areas for improvement and execute those improvements in the training program

Qualification

IGA/IAM solutionsSaviynt product knowledgeTechnical support trainingCustomer service principlesTraining needs assessmentEmpathyActive listeningProblem-solvingAdaptabilityInterpersonal skills

Required

Strong Experience supporting IGA/IAM solutions with Saviynt or related technology
Minimum 2–3 years operating at a senior or lead level, even if not formally titled 'Principal' in technical support, systems engineering, in IAM/IGA with Saviynt experience
Strong knowledge of Saviynt product or related technology/product
Experienced with soft skills or technical support training, with a demonstrated passion for developing others
Strong understanding of customer service principles in a technical environment, particularly within a phone-based, email-based, and/or chat-based support setting
Excellent presentation, communication, and interpersonal skills, with the ability to engage and motivate diverse learners
Familiarity with IGA/IAM solutions is required and working with complex, enterprise-grade products
Exceptional verbal and written communication skills, including communicating technical information clearly and concisely
Active listening, empathy, and patience in handling customer interactions, especially in stressful situations
Strong analytical and problem-solving skills, with the ability to identify and address technical and interpersonal challenges
Proficient in training needs assessment, curriculum design, and delivering engaging training sessions
Adaptability and a willingness to learn and embrace new technologies and training methodologies
Understanding of Global Cultures and how to connect with Customers across regions
Experience in the SaaS industry, particularly in identity or security solutions
Familiarity with relevant tools and technologies used by the Technical Support team (e.g., CRM systems, ticketing systems, remote support tools)
Experience working with diverse teams across different geographies

Company

Saviynt

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Saviynt offers an AI-based identity security platform that secures and governs all types of identities across digital ecosystems.
dateFounded in 2010
location
El Segundo, California, USA
people-size1001-5000 employees
web-link
http://saviynt.com

H1B Sponsorship

Saviynt has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (75)
2023 (31)
2022 (86)
2021 (81)
2020 (45)

Funding

Current Stage
Late Stage
Total Funding
$1.07B
Key Investors
Kohlberg Kravis RobertsCarrick Capital Partners
2025-12-09Series B· $700M
2023-01-31Debt Financing· $205M
2021-09-20Private Equity· $130M

Leadership Team

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Amit Saha
Co-Founder and Chief Growth Officer
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Sandipto Banerjee
Senior Vice President, Products
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Recent News

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2025-12-18
Company data provided by crunchbase