Full-Time

Vice President

Technical Support

Updated on 5/9/2024

Saviynt

501-1,000 employees

Enterprise Identity Cloud and access management solutions

Senior, Expert

Atlanta, GA, USA

Required Skills

Microsoft Azure

Communications

AWS

Requirements

BA/BS degree in Computer Science/engineering or related field
15+ years of hands-on technical experience along with strong management and communication skills
Deep understanding and technical experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud
Experience operating and supporting a large scale SaaS platform, and applications footprint
Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
Experience building, scaling & monitoring infrastructure needed for SaaS based application and services
Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven

Responsibilities

Responsible for managing the SaaS operations and Customer support outbound experience for our customers for a global region
Majority of the productive time goes towards outbound engagement with customers supporting their full lifecycle of implementation, ongoing value realization and operating their setups
Travel about 50% of the time to meet with your regional customers (in person) for relationship management, provide operational updates, product/engineering roadmap updates and opportunity identification
Measure your success by meeting KPIs towards effective responses and resolutions during incidents, uptime and performance goals and proactive issue detection through monitoring / alerting
Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production by providing an Operations feedback loop
Recruit, manage and motivate a strong SaaS Operations team to operate best-in- class service offerings for Saviynt customers
Work closely with the InfoSec team to adhere to evolving Security practices and postures as Saviynt business scales.

We design, build and run the leading Enterprise Identity solutions. Our SaaS Operations team is accountable to run SaaS platform & software built on leading edge technologies. We focus on operations excellence and strive to attract the best talent in our industry to stay as a world class SaaS Operations team.

Vice President, Technical Support will be responsible for outbound interactions with our regional customers, while also maturing our existing incident and problem management processes to achieve the highest level of Customer Satisfaction. An ideal candidate would have demonstrated strong technical and organizational skills managing large scale SaaS operations & support organizations with excellent customer relationship skills. They should have the ability to influence decision making processes and work with the Executive Leadership Team.

WHAT YOU WILL BE DOING

Responsible for managing the SaaS operations and Customer support outbound experience for our customers for a global region
Majority of the productive time goes towards outbound engagement with customers supporting their full lifecycle of implementation, ongoing value realization and operating their setups
Travel about 50% of the time to meet with your regional customers (in person) for relationship management, provide operational updates, product/engineering roadmap updates and opportunity identification
Measure your success by meeting KPIs towards effective responses and resolutions during incidents, uptime and performance goals and proactive issue detection through monitoring / alerting
Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production by providing an Operations feedback loop.
Recruit, manage and motivate a strong SaaS Operations team to operate best-in- class service offerings for Saviynt customers.
Work closely with the InfoSec team to adhere to evolving Security practices and postures as Saviynt business scales.

WHAT YOU BRING

BA/BS degree in Computer Science/engineering or related field
15+ years of hands-on technical experience along with strong management and communication skills
Deep understanding and technical experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud.
Experience operating and supporting a large scale SaaS platform, and applications footprint
Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.

Saviynt

View

Website

View Company Profile

Saviynt, specializing in Enterprise Identity Cloud solutions, offers a robust platform integrating identity governance, application access governance, and privileged access management. This integration addresses the pressing security and compliance challenges of modern enterprises, especially in scalable and secure cloud environments. Working at this company provides exposure to leading-edge security technology and a supportive environment fostering innovation and professional growth, making it an excellent choice for those interested in advancing their career in cybersecurity and cloud services.

Company Stage

Series A

Total Funding

$375M

Headquarters

El Segundo, California

Founded

2010

Growth & Insights

Headcount

6 month growth

↑ 6%

1 year growth

↑ 2%

2 year growth

↓ -5%