At Saviynt, we recognize that our Technical Support team is at the forefront of ensuring our customers' success with our industry-leading Identity Governance and Administration (IGA/IAM) solutions. As a Technical Training Specialist, you will play a crucial role in empowering our Technical Support staff to excel in their roles. You will design and deliver impactful training programs that provide a deep understanding of Saviynt's platform, covering its functionalities, cloud architecture, and integration with existing systems. By equipping our Technical Support team with the technical expertise they need, you will contribute directly to enhanced customer satisfaction, improved issue resolution, and the overall success of our support organization. Join our collaborative team and make a real difference in the professional development of our technical support professionals.
WHAT YOU WILL BE DOING
- Develop and deliver comprehensive technical training programs specifically tailored to the needs of our Technical Support team, covering topics such as:
- Saviynt's core modules and functionalities relevant to support scenarios
- Troubleshooting and resolving common customer issues within the Saviynt platform
- Utilizing Saviynt's support tools and resources effectively
- Escalating complex issues to appropriate teams
- Communicating technical information clearly and empathetically to customers
- Collaborate with senior support engineers and product experts to create up-to-date, scenario-based training materials that reflect real-world support situations.
- Design hands-on labs that mimic real world customer issues so Support staff is equipped to handle customer situations with confidence and needed expertise.
- Conduct needs assessments to identify skill gaps within the Technical Support team and tailor training programs to address those needs.
- Deliver training through various modalities, including in-person workshops, virtual classrooms, and on-demand resources accessible to the support team. Balance essential training with in-person sessions.
- Create and maintain a knowledge base of training materials, documentation, and best practices for the Technical Support team. Measure training effectiveness, including shortening training curve with AI methodology.
- Stay current with Saviynt product updates, support processes, and industry best practices to ensure that training content remains relevant and aligned with the support team's needs.
- Monitor feedback, assess knowledge retention, and track performance improvements within the Technical Support team to refine training programs' effectiveness continuously.
WHAT YOU BRING
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in technical training roles, with a passion for developing others.
- Proven experience delivering technical training to support teams for products on cloud platforms such as AWS, Azure, or GCP.
- Strong technical background in identity management, Active Directory, LDAP, and related protocols.
- Excellent communication and presentation skills, with the ability to explain complex technical concepts clearly and concisely to support staff.
- In-depth knowledge of IGA/IAM technologies, cloud platforms, and related tools.
- Strong instructional design skills and experience developing engaging training materials for technical audiences.
- Proficiency in using learning management systems (LMS) and other training delivery platforms.
- Ability to create and administer assessments to evaluate the effectiveness of training programs.
- Problem-solving and analytical skills to address technical challenges and effectively support learners.
- Saviynt certifications or demonstrable expertise in Saviynt solutions.
- Certification in Cloud Platforms (AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect, etc.).
- Experience with relevant support tools and technologies used by the Technical Support team.
- Familiarity with security and compliance requirements in cloud environments (e.g., SOC 2, ISO 27001).
