Technical Support Engineer - Pune
Technical Support Engineer - Pune
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Job Description
This position (part of our Technical Support Team) works directly with Customer and SailPoint field personnel to identify troubleshoot and resolve technical problems directly or in conjunction with our engineering teams.
Responsibilities:
Provide technical support to SailPoint customers and field personnel via multiple channels including ticketing system telephone email and remote access.
Troubleshoot and resolve complex technical problems reported by our customers.
Work closely with DevOps Sustaining Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
Deliver product fixes and patches to customers.
Document problem solutions in the company knowledge base.
Collaborate with Sales Marketing and Engineering to improve product service design and quality.
Clearly present technical concepts.
Meticulously document case progress and technical details throughout the support case lifecycle.
Provide 24x7 on-call support via the rotational schedule.
Participate in recurring support review meetings presenting challenging cases and new ideas to the support team.
Impress our customers with empathy responsiveness technical ability and attention to detail.
Requirements:
7 years of professional software support experience preferably in enterprise security software/SaaS product companies.
To have a Proven track record of aggressive troubleshooting techniques effective use of all available resources including documentation online sources testing and experimentation and the knowledge of other technical professionals.
Experience with some of the following web technologies: JavaScript XML SAML SPML/SOAP Web and Application Servers HTML REST API JSON
Experience with Database Administration (Oracle MS-SQL MySQL).
Experience on Windows and Unix (Linux Sun HP AIX) OS platforms.
Experience with a J2EE / Java EE 5 Application Server such as Tomcat JBoss WebSphere or WebLogic.
Excellent written and verbal communication skills. With experience communicating with international clients.
Proven ability to listen and empathize with the clients situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.
Willingness to improve yourself and fellow team members in relevant technologies.
Willingness to work in rotational shifts. (70% EMEA 30% AMS hours in a year)
Nice to have Skills:
Experience with identity management applications IDM/IAM from vendors like SailPoint Oracle IBM etc.
Software development experience with an object-oriented language
Experience with Microsoft Active Directory Exchange and SharePoint
Experience developing or troubleshooting Java applications in an enterprise environment.
Ability to think creatively when troubleshooting and not allowing a brick wall to stop you.
Log4j or other logging system configuration experience for Java based applications.
.Net error troubleshooting.
Browser compatibility testing on multiple OS platforms.
Java Ant and software build-related technologies.
Networking knowledge and exposure to application server clusters.
Based in Pune
SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status.
Employment Type
Full-Time
