Senior Cloud Support Engineer

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services so the business gets maximum lifetime value and loyalty from the customer.

This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify troubleshoot and resolve technical problems directly or in conjunction with our level 2 team.

Responsibilities:

• Provide technical support to SailPoint customers and field personnel via multiple channels including: telephone email WebEx and GoToMeeting.
• Troubleshoot and resolve technical problems reported by our customers.
• Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
• Document problem solutions in company knowledge base.
• Interface with Sales Marketing and Engineering to improve product service design and quality.
• Present technical concepts in a clear manner.
• Meticulously document case progress and technical details throughout the support case lifecycle.
• Provide 24x7 on-call support via rotation schedule.
• Participate in recurring support review meetings presenting challenging cases 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):

• 1 years professional software support experience; preferably in enterprise security software product companies.
• Proven track record of aggressive troubleshooting techniques; effective use of all resources available including documentation online sources testing and experimentation and the knowledge of other technical professionals.
• Experience with Database Administration (Oracle Sybase MSSQL DB2 MySQL).
• Experience on both Windows and Unix (Linux Sun HP AIX) platforms.
• Experience with creating or troubleshooting XML and JavaScript.
• Experience with a J2EE / Java EE 5 Application Server such as Tomcat JBoss WebSphere or WebLogic.
• Excellent written and verbal communication skills.
• 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.

Preferred (candidates may have this experience):

• Some software development experience with an object-oriented language
• Experience 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.
• Browser compatibility testing.
• Version control systems such as Subversion (SVN).
• Java Ant and software build-related technologies.
• Experience with web technologies such as XHTML JSF SPML/SOAP.
• Familiarity with identity management provisioning systems such as Sun Oracle IBM or Novell.
• Networking knowledge and exposure to application server clusters.

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):

Base 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.