Sr Cloud Support Engineer
Sr Cloud Support Engineer
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Job Description
The Professional Services team at SailPoint prides itself in being a supportive environment with an open door policy. Everyone is invested in our employees success and is ready to welcome you to the team make themselves available to you and help you succeed. The PS team works to get our customers the help needed to maximize their identity governance platform with extensive solutionspecific experience our consultants are dedicated to ensuring success before during and after our customers SailPoint implementation.
We minimize risk and maximize business growth by managing access to data and resources across your enterprise. We do it effectively and securely for every person who interacts with your organizationany user on any device anywhere in the world.
We were first to recognize that companies could benefit from an approach to identity that addresses both IT and business priorities. We developed a unique riskbased model and leveraged that approach for everything from compliance to user provisioning. Then we followed that with the industrys first solution for truly extending enterprise identity management to applications in the cloud.
Today we offer comprehensive products that can handle enterprise IAM onpremises or as a cloudbased service. This gives you the freedom to choose the best solution for your current needs while at the same time establishing a clear path for future growth.
The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoints Identity as a Service offering IdentityNow. You will be working directly with our customers and implementation partners to identify the cause of any postdeployment OutOfTheBox issues and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.
Responsibilities:
- Effectively resolve or help resolve customer support issues.
- Keep customers fully updated on the progress of their issues.
- Support for the IdentityNow product in client environments.
- Works closely with DevOps Sustaining Engineering and the rest of the Support team to help solve OutOfTheBox issues.
- Works with clients post implementation for support concerns including providing selfservice resources.
- Resolves or escalates cases using our Salesforce Case Management System
- Sales and POC Support
Requirements:
- 57 years of support experience
- At least 2 years working with a SaaS product / service
- Experience with the following web technologies: XML SAML SPML/SOAP Web and Application Servers HTML
- Experience setting up and installing software on both Windows and Unix (Linux Sun HP AIX) platforms
- Experience with Databases (Oracle Sybase MSSQL MySQL).
- Experience with Directories (LDAP AD)
- Network troubleshooting skills
Nice to have Skills:
- Experience with SSO platforms
- Experience with enterprise systems (SAP PeopleSoft)
- Familiarity with Identity Management provisioning systems (Sun Oracle IBM BMC Novell)
- Security software or internal IT audit experience
- Knowledge of programming languages such as Java .NET or C
Position is based in Austin TX and requires no travel
Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.
As a part of the total compensation package this role may be eligible for the SailPoint Corporate Bonus Plan or a rolespecific commission along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge skills experience market conditions and locations as well as reflect SailPoints differing products industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary for USbased employees will be in this range from (minmidmax USD):
$72600 $103700 $134800Base salaries for employees based in other locations are competitive for the employees home location.
Benefits Overview
1. Health and wellness coverage: Medical dental and vision insurance
2. Disability coverage: Shortterm and longterm disability
3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
4. Additional life coverage options: Supplemental life insurance for employees spouses and children
5. Flexible spending accounts for health care and dependent care; limited purpose flexible spending account
6. Financial security: 401(k) Savings and Investment Plan with company matching
7. Time off benefits: Flexible vacation policy
8. Holidays: 8 paid holidays annually
9. Sick leave
10. Parental support: Paid parental leave
11. Employee Assistance Program (EAP) and Care Counselors
12. Voluntary benefits: Legal Assistance Critical Illness Accident Hospital Indemnity and Pet Insurance options
13. Health Savings Account (HSA) with employer contribution
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations.
Required Experience:
Senior IC
Employment Type
Full-Time
