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Sr. Engineer, IAM/IGA Support - Federal  Operations image - Rise Careers
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Sr. Engineer, IAM/IGA Support - Federal Operations

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.


Saviynt has an exciting opening for our Support team As operations senior engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging research, and investigation for Saviynt's Federal practice to defense and civilian customers.


Requirements:
  • Resolve technical issues through debugging, research, and investigation
  • Provide support for the system within agreed service levels
  • Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
  • Provide technical oversight on P1/SEV1 incidents
  • Provide ongoing communication of ticket status per SLA
  • Attend customer-facing status calls daily/weekly, when appropriate
  • Train, mentor, and host workshops for engineers on emerging technology, processes, or level up new hires
  • Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
  • Help with operations after go-live, ensuring SLAs are adhered to and met
  • Work closely with business, Engineering, Infrastructure/DevOps, and Security teams on activities related to supporting the IAM service offerings
  • Follow approved life cycle methodologies
  • Create knowledge documentation for testing, troubleshooting, mitigation, and resolution


Qualifications:
  • U.S. Citizenship: Applicants must be United States citizens.
  • Bachelors or equivalent experience in Engineering or CIS/Cyber Security/IT field
  • 4-5 years of customer-facing Technical Support (in FedRAMP environment preferred) OR 3-4 years of industry experience in the administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
  • 1-2 years as a technical lead and mentor or trainer
  • Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
  • Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
  • Understanding of SLAs and the importance of meeting SLAs
  • Ability to provide 24/7 on-call support as an SME (on a rotational basis)
  • Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
  • Ability to excel in a team-oriented, project-based work environment
  • Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
  • Strong interpersonal and business communication skills
  • Must be able to thrive in a fast-paced, high-energy environment
  • Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage
  • Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
  • Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
  • Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
  • Experience in Unix Shell/Perl scripting
  • Knowledge of Microservices (Kubernetes or Spring Cloud)
  • Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar


The candidate must:
  • Meet US persons on US soil requirements
  • Undergo full background investigation/screening
  • Undergo IAL3 requirements (Identity proofing to include I-9 document verification, biometric collection, and mailing address confirmation)


Benefits

• Flexible work arrangements

• Medical, Dental, Vision, and Life Insurance

• 401K

• Unlimited Vacation

• Sick pay

• Daily catered lunches and healthy snacks at offices

• Team Socials


We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000 to $130,000 annually.


You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.


If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):


> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy


Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!


Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Average salary estimate

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$95000K
$130000K

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What You Should Know About Sr. Engineer, IAM/IGA Support - Federal Operations, Saviynt

Saviynt is excited to announce a fantastic opportunity as a Sr. Engineer, IAM/IGA Support within our Federal Operations team. In this role, you'll be critical in ensuring our identity authority platform runs smoothly for our defense and civilian customers. You'll start your day triaging and updating incident tickets while diving into technical issues through rigorous debugging and investigation. Imagine working in a dynamic environment where your expertise directly impacts not just our organization but the security framework of various federal entities. Your day-to-day will involve providing exceptional support within agreed service levels, managing incident and service requests, and even leading training sessions for fellow engineers. Plus, you will get the chance to work closely with cross-functional teams, enhancing the IAM service offerings while honing your skills. We value proactive communication, so keeping our customers updated on ticket statuses is a key part of your role. If you're passionate about technology and eager to help guide our team towards operational excellence, we would love for you to join us. With a commitment to fostering talent, Saviynt provides a vibrant work atmosphere filled with growth opportunities through real challenges. Are you ready to be part of a dedicated team that is pioneering a path in identity management? Apply now and let’s shape the future together!

Frequently Asked Questions (FAQs) for Sr. Engineer, IAM/IGA Support - Federal Operations Role at Saviynt
What responsibilities does a Sr. Engineer, IAM/IGA Support at Saviynt have?

As a Sr. Engineer, IAM/IGA Support at Saviynt, your responsibilities include triaging and updating incident tickets, resolving technical issues through in-depth research and debugging, ensuring effective management of incident and service requests, and providing technical oversight on priority incidents. You will also communicate with clients about ticket statuses and lead training sessions for engineering staff.

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What qualifications are required for the Sr. Engineer, IAM/IGA Support position at Saviynt?

To qualify for the Sr. Engineer, IAM/IGA Support position at Saviynt, candidates must be U.S. citizens with a Bachelor’s degree or similar experience in Cyber Security or an IT-related field. A minimum of 4-5 years in customer-facing technical support, plus technical leadership experience, is required. Familiarity with ticketing tools and log analysis tools is also essential.

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How does the Saviynt team support engineers in the Sr. Engineer, IAM/IGA Support role?

Saviynt supports engineers in the Sr. Engineer, IAM/IGA Support role by offering ongoing training, mentorship, and workshops. You're encouraged to grow and develop by communicating the best practices for emerging technologies, helping to ensure a continuous learning environment that promotes professional development.

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What is the work culture like for the Sr. Engineer, IAM/IGA Support at Saviynt?

The work culture at Saviynt for Sr. Engineer, IAM/IGA Support is dynamic and collaborative. You'll thrive in a high-energy environment where team camaraderie is important. The company fosters open communication and encourages innovation, providing you with the tools you need to excel while contributing to meaningful projects.

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Can you explain the career growth opportunities available for a Sr. Engineer, IAM/IGA Support at Saviynt?

At Saviynt, career growth opportunities for a Sr. Engineer, IAM/IGA Support are abundant. The fast-paced nature of our operations allows you to take on new challenges, expanding your technical skills and leadership capabilities, while the supportive environment encourages innovation and creativity in your work.

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Common Interview Questions for Sr. Engineer, IAM/IGA Support - Federal Operations
Can you describe a time when you solved a complex technical issue as a Sr. Engineer, IAM/IGA Support?

When answering this question, focus on a specific example that showcases your analytical skills and problem-solving approach. Describe the issue, the steps you took to investigate and resolve it, and the outcome. Highlight your use of debugging tools, your collaboration with team members, and any lessons learned.

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How do you prioritize your tasks in a fast-paced environment?

Emphasize your organizational skills and ability to assess urgency. Describe how you assess incident severity and align your tasks with team goals, using existing ticketing tools to manage and prioritize service requests effectively.

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What tools and technologies are you familiar with in identity management?

Discuss the specific tools and technologies you've worked with, such as ticketing systems like ServiceNow or JIRA, log analysis tools, or identity management solutions. Provide examples of how you have utilized them in a technical support role.

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How do you ensure compliance with SLAs in incident management?

You should discuss your understanding of SLAs and provide examples of how you monitor and uphold compliance through proactive status updates and effective team communication. Mention specific metrics you track to ensure SLAs are met.

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What strategies do you use to communicate technical information to non-technical stakeholders?

Highlight your ability to simplify complex concepts for non-technical audiences. Discuss specific strategies, such as using analogies or visual aids, and underscore the importance of clarifying technical responsibilities and project timelines.

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Describe your experience with training or mentoring junior engineers?

Be specific about your mentoring style and provide examples of how you've helped junior engineers grow. Discuss training methods you've used, how you provide constructive feedback, and the outcomes of those mentorship relationships.

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What are your thoughts on documentation and knowledge management?

Express the importance of thorough documentation in technical support roles. Share examples of how you’ve created process documentation or knowledge bases, ensuring new hires and the team have the resources needed for success.

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Can you explain a challenging incident you managed and its resolution?

Share a detailed story about a specific incident, focusing on your approach in handling it, including communication with stakeholders and troubleshooting steps you took. This shows your experience and problem-solving skills.

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What motivates you to work in technical support roles such as Sr. Engineer, IAM/IGA Support?

Focus on your passion for technology and helping others. Discuss how overcoming challenges in technical support provides satisfaction and aligns with your career aspirations, as well as how it contributes to Saviynt’s mission.

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How do you stay current with trends and technologies in identity management?

Mention your strategies for professional development, such as attending workshops, webinars, or reading industry publications. Highlight any specific resources or communities that you engage with to stay informed.

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