Support Engineer
Support Engineer
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Job Description
The Customer Support Engineer is responsible for working directly with customers and SailPoint internal resources to identify troubleshoot and resolve technical problems directly or in conjunction with Level 3 SailPoint Support and Engineering teams.
Responsibilities:
Provide technical support to SailPoint customers and field personnel via multiple channels including our ticketing system telephone and online screen sharing
Troubleshoot and resolve technical issues reported by our customers
Escalate complex issues in a timely manner with appropriate details and documentation
Document solutions in company knowledge base
Interface with Sales Services Marketing and Engineering to improve product service design and quality
Present technical concepts in a clear manner
Meticulously document progress and technical details throughout the issue lifecycle
Provide 24x7 on-call support via rotation schedule
Collaborate in recurring support collaboration and team meetings presenting issues and new ideas to the Support team
Impress our customers with your empathy responsiveness technical ability and attention to detail
Required (candidates must have this experience):
5 years in one or more of the following areas:
- Enterprise software support experience; preferably in enterprise security software
- Java Application Server Administration (ex: Tomcat JBoss WebSphere WebLogic)
- Network Administration
- Database Administration on one or more of the following: Oracle MSSQL Sybase DB2 MySQL
Experience with creating and troubleshooting XML and JavaScript
Experience with either of the following operating systems: Microsoft Windows or Linux
Excellent written and verbal communication skills
Strong troubleshooting skills; effective use of all resources available including documentation online sources testing and experimentation and the knowledge of other technical professionals
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
Independent highly motivated self-learner
Ability to prioritize progress and resolve high priority issues with multiple customers simultaneously
Must work well in team settings and collaborate across teams (ex: Account Management Engineering Professional Services etc.)
Preferred (candidates may have this experience):
Experience with SailPoint Identity Security software especially IdentityIQ File Access Manager or IdentityAI
Software Engineering or QA experience with Java/Beanshell type languages
Experience troubleshooting Java servlets in an enterprise environment
Experience with identity management provisioning systems (ex: Active Directory Azure AD SAP ServiceNow Workday)
Mainframe experience with JCL SMP/E and mainframe security products (ex: ACF2 TSS RACF)
Log4j2 configuration experience
Troubleshooting browser issues (ex: Curl HTTP traces HAR files Postman)
Experience with web technologies (ex: JSF REST SAML/SSO SCIM SOAP XHTML)
Experience with Role-Based Access Control (RBAC)
Networking experience (ex: DNS Firewall Load Balancers)
Think creatively not allowing a brick wall to stop you
At SailPoint we treat every individual with equality and respectno matter their race ethnicity gender sexual orientation or religious beliefs.
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 role-specific 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 US-based employees will be in this range from (min-mid-max 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: Short-term and long-term 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. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
Employment Type
Full-Time
