Manager, Customer Support- 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 www.saviynt.com.

We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

• Team Leadership: Lead and manage a team of technical support engineers,

providing guidance, mentorship, and support to ensure exceptional customer
service.
Shift Management: Oversee night shift operations, ensuring optimal staffing,
workload distribution, and timely responses to customer inquiries.
Customer Escalations: Handle complex escalations, working closely with
engineering, product, and other cross-functional teams to resolve high-priority
issues.
Performance Monitoring: Establish and track key performance indicators
(KPIs) for the team, including response times, resolution times, and customer
satisfaction metrics.
24x7 Support Strategy: Contribute to the design and implementation of 24x7
support processes, optimizing efficiency and ensuring alignment with global
support operations.
Training & Development: Identify skill gaps within the team and coordinate
necessary training and development programs to enhance technical and soft
skills.
Continuous Improvement: Drive continuous improvement initiatives,
leveraging customer feedback and support data to optimize processes and
deliver a superior customer experience.
Collaboration: Work closely with other regional support teams to ensure
knowledge sharing and consistency across support operations globally.

Reporting: Prepare and present regular reports on team performance,
operational challenges, and customer satisfaction to senior leadership.

WHAT YOU BRING

• 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role


• Proven track record of managing teams in a 24x7 support environment


• Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable


• Leadership: Strong people management skills with the ability to motivate and develop a team


• Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience


• Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving


• Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership


• Process-Oriented: Experience in defining and optimizing support processes and performance metrics


• Flexibility: Willingness to work night shifts and flexible hours to support global customers


• Education: Bachelor's degree in Computer Science, Information Technology, or a related field

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.