Support Engineer

Customer Support Engineer

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 client's 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

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.