Manager, Customer Support

About Saviynt:Saviynt is a leader in intelligent identity and access governance solutions. Our cloud-native platform provides a unified approach to securing applications, data, and infrastructure across hybrid IT environments. We empower our customers to scale fearlessly and securely, a principle that extends to our own team.Role Overview:We are seeking an experienced and technically astute Supportability Manager – Product Support Engineering. This critical role serves as the primary interface between our customer-facing Product Support teams and our Engineering/Product teams. The position demands a blend of deep technical analysis, strong cross-functional collaboration, and customer empathy. You will lead a team of supportability engineers with extensive domain knowledge, who are responsible for root cause analysis, reproducing complex issues, and providing crucial insights to Engineering and Product teams for sustainable fixes and product enhancementsWHAT YOU WILL BE DOINGLead the supportability function, managing escalated technical issues that require in-depth analysis and reporting.Bridge the gap between Technical Product Support (L1–L3) and Engineering/Product, ensuring a timely, accurate, and complete information flowTake ownership of Root Cause Analysis (RCA) and post-mortem reports for complex customer issues and escalations.Collaborate with Engineering to influence bug prioritization, technical debt resolution, and product enhancements based on customer pain pointsMaintain a robust feedback loop with Product Management, highlighting recurring issues and advocating for roadmap adjustments.Ensure a consistent process for the reproduction, debugging, and documentation of critical issues, facilitating knowledge transfer to both Support and Engineering teams.Recruit, mentor, and manage a high-performing supportability team with strong technical acumen across Saviynt's modules (IGA, PAM, CPAM, Application Access Governance, etc.)Define and monitor key metrics for case handling, resolution time, and inter-team hand-offs.Contribute to automation and tooling initiatives aimed at improving productivity and reducing Mean Time To Resolution (MTTR)Serve as the escalation point for high-severity or sensitive cases, working directly with Customer Support Leadership and Engineering stakeholdersWHAT YOU BRING10+ years of experiencein Technical Support, Product Engineering, or similar customer-facing technical roles, with a preference for experience inSaaS, Identity Governance, or Cybersecurity domains.Strong understanding ofSaviynt architectureor comparable IGA/PAM platforms.Proven experience managing or leading technical teams focused on supportability or sustaining engineering.Exposure to enterprise customer environments (cloud, hybrid, on-prem) and the ability to navigate complex architecturesUnderstanding of debugging, log analysis, performance troubleshooting, and root cause identification.Excellent communication skills for engaging with internal stakeholders, including Engineering, Product Managers, Support teams, and Customers.Demonstrated ability to effectively manage priorities across multiple high-impact issues under pressureExperience with tools such as JIRA, Confluence, Splunk, Datadog, and Postman is a plus.Bachelor's degree in Computer Science, Engineering, or a related technical field. A Master’s degree is preferredWork ModelThis is a Hybrid role, requiring aminimum of 3 days per week in the office(Bangalore office)Flexibility for occasional extended hours during critical customer escalations or product releasesWhy Join Us?Regards,Primula