Staff platform Support Engineer

As a Senior or Staff Platform Support  Engineer in our SRE Operations team, you will be a key player in ensuring the smooth, 24x7x365 operation of Saviynt’s Enterprise Identity Cloud. This role focuses on maintaining the stability, performance, and reliability of our platform, with a strong emphasis on network layer setup, support, and operational ownership. You will be working closely with other operations team members, development, and cloud engineering to resolve issues, implement improvements, and provide exceptional outcomes. This is an opportunity for someone who enjoys operational challenges and problem-solving in a dynamic cloud environment and wants to see their work through to completion.

WHAT YOU WILL BE DOING

Customer Communication

• Communicate with technical experts to explain the critical issue(s) and solutions for implementation and break fix related questions.
• Drive Customer Satisfaction through timely & quality communication for any critical situation where advanced support is needed.
• Go the extra mile during crunch situations and lead the team in Sev1 scenarios, followed by detailed documentation and proactive communication.
• Able to review customers’ network architectures and provide solutions that work well with Saviynt’s tech stack.

Troubleshooting Skills 

• Troubleshooting of customer-reported incidents and system alerts in the areas of Networking domain expertise
• Identify, debug, and troubleshoot break-fix issues for quick resolution.
• Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
• Setting up Saviynt’s in-house connectivity solutions, along with IPsec and other connectivity modes, and guiding the team all along.
• Respond and resolve issues within agreed service levels.

 Collaboration & Knowledge Sharing

• Be well organized as a lead (or an acting lead) and keep operational control of customer incidents and service requests.
• Prepare and publish technical documents for the standard operating procedures.

WHAT YOU BRING

• 7-10 years of hands-on experience in supporting a Networking environment.
•  Utilize packet capture tools (e.g., Wireshark) and advanced TCP/IP analysis to troubleshoot complex network issues effectively.
•  Administer and provide comprehensive support for cloud networking infrastructures within AWS and Azure environments, including VPCs, VNets, subnets, routing protocols, and gateways.
• Configure and maintain robust network security policies, firewalls, and access controls to protect company systems.
•  Collaborate effectively with cross-functional teams to identify and troubleshoot complex application and network performance issues.
•  Perform comprehensive root cause analysis (RCA) for network-related incidents to ensure long-term resolution.
•  Develop and maintain detailed technical documentation for network architecture, configurations, and standard operating processes.
•  Ensure the high availability, scalability, and security of all network systems through proactive monitoring and evaluation.
• Ability to lead a team of engineers and senior engineers who may or may not be networking specialists.
•   In-depth experience with VPNs, routers, and other physical hardware.
• Installing and configuring network equipment, troubleshooting networks with  Wireshark, and analysing captured logs to troubleshoot network issues.
•   Monitoring computer systems to improve network performance for all systems (AWS Lambda functions, analysing the underlying code with Saviynt-approved AI systems to ensure 100% monitoring of our networking setup.
•  Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems.
•  In-depth knowledge of network protocols, networking systems, firewalls, and relevant technologies, and strong analytical and problem-solving abilities.
• Comprehensive understanding of network services and networks such as TCP/IP, BGP, and network security.
• Ability to analyse and evaluate networks, identify issues, and provide solutions to ensure networks are operating efficiently.
•  Possess a fundamental working knowledge of Linux systems and networking commands to support organizational infrastructure.
• Ability to communicate technical information to other technical team members, but also to coworkers in other departments who may not know networking technical terminology.
•  Kubernetes knowledge is a plus.

Must Have Requirements:

•  Bachelor's degree in network engineering, computer science, information technology, or a related field
• Cisco Certified Network Associate (CCNA) and/or CCNP certification