Identity Operation/Support (L2)- (Saviynt + SQL)

• 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.

1. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
2. 5-7 years of experience in a technical support role, preferably in a software or technology company.
3. Strong knowledge of Saviynt's software products and services, with the ability to troubleshoot complex technical issues.
4. Proficiency in Java programming and troubleshooting skills.
5. Strong understanding of SQL and experience with database queries and troubleshooting.
6. Proficiency in working with various operating systems (Windows, Linux, etc.) and databases.
7. Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical clients.
8. Strong problem-solving skills and the ability to think critically under pressure.
9. Experience with support ticketing systems (ServiceNow).
10. Ability to work collaboratively in a fast-paced, team-oriented environment.
11. Relevant certifications (e.g., ITIL, product-specific certifications) are a plus.
12. Flexibility to work on-call and outside regular business hours when necessary.

Simeio is an equal opportunity employer. If you require assistance with completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to any of the recruitment team at recruitment@simeio.com or +1 404-882-3700.