Associate Principal Engineer, Support Operations

About the Role:

At Saviynt, we're passionate about providing exceptional technical support to our customers who rely on our cutting-edge Identity Governance and Administration (IGA/IAM) cloud solutions. This role is critical in ensuring our Technical Support team delivers outstanding customer experiences and effectively resolves complex technical challenges. As a Soft Skills Training Specialist, you will empower our team to excel by developing and delivering engaging training programs that blend essential soft skills with technical expertise. You will be vital in driving customer satisfaction, improving team performance, and fostering a culture of continuous learning within our dynamic and supportive environment.

WHAT YOU WILL BE DOING

• Develop and deliver comprehensive training programs that combine soft skills with technical knowledge, equipping the Technical Support team to handle complex issues with empathy, clarity, and efficiency.
• Design and facilitate interactive workshops, role-playing exercises, and case study sessions focused on enhancing communication, active listening, problem-solving, and conflict-resolution skills in the context of technical support interactions.
• Collaborate with technical trainers and product experts to integrate product-specific scenarios and troubleshooting techniques into soft skills training.
• Assess training needs through observation, feedback, and performance data, continuously refining content to align with business goals, team requirements, and evolving customer needs.
• Coach and mentor Technical Support team members on customer interaction best practices, including building rapport, managing expectations, handling difficult situations, and effectively escalating issues.
• Stay abreast of industry trends and best practices in technical support and soft skills training to ensure the team remains at the forefront of customer service excellence.
• Continuously measure and improve the training program based on feedback, evaluations, and trainee performance.
• Survey new hires to understand areas for improvement and execute those improvements in the training program

WHAT YOU BRING

• Bachelor’s degree in Communications, Psychology, Education, or a related field.
• 3-5 years of experience in soft skills or technical support training, with a demonstrated passion for developing others.
• Strong understanding of customer service principles in a technical environment, particularly within a phone-based, email-based, and/or chat-based support setting.
• Excellent presentation, communication, and interpersonal skills, with the ability to engage and motivate diverse learners.
• Familiarity with IGA/IAM solutions is required.
• Exceptional verbal and written communication skills, including communicating technical information clearly and concisely.
• Active listening, empathy, and patience in handling customer interactions, especially in stressful situations.
• Strong analytical and problem-solving skills, with the ability to identify and address technical and interpersonal challenges.
• Proficient in training needs assessment, curriculum design, and delivering engaging training sessions.
• Adaptability and a willingness to learn and embrace new technologies and training methodologies.
• Understanding of Global Cultures and how to connect with Customers across regions.
• Experience in the SaaS industry, particularly in identity or security solutions.
• Experience supporting IGA/IAM solutions.
• Familiarity with relevant tools and technologies used by the Technical Support team (e.g., CRM systems, ticketing systems, remote support tools).
• Experience working with diverse teams across different geographies.