Technical Support Engineer SailPoint is the leading AI-driven security platform providing autonomous governance that best solves the needs of the modern enterprise. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand. We are proud of our team and the culture we have built, which has led to our employees voting us “best places to work” – 15 years in a row. We are seeking a Technical Support Engineer to work directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve complex technical problems. As a critical member of our Customer Support Team, you will deliver exceptional technical assistance and collaborate internally to improve product quality and service. To excel, the position requires a person: Who is... an outstanding communicator who can explain complex technical concepts in a clear, concise manner to both technical and non-technical stakeholders. Who can... utilize aggressive troubleshooting techniques, testing, and creative problem-solving to resolve challenging issues without letting roadblocks stop progress. Who will... collaborate effectively across Sales, Marketing, and Product Engineering, Product Management, and Customer Success Management, and actively support on-call rotations to ensure customer success 24x7. Who demonstrates... deep empathy, responsiveness, and a meticulous attention to detail to guide and reassure customers during high-pressure technical situations. Responsibilities: Resolve complex technical problems reported by SailPoint customers and field personnel via multiple channels (telephone, email, Microsoft Teams) to maintain high customer satisfaction. Escalate highly complex issues to the Engineering team in a timely, structured manner, ensuring that comprehensive details and diagnostic data are captured. Document problem solutions and case details meticulously throughout the support lifecycle, publishing solutions in the internal and customer-facing knowledge bases to drive self-service and team efficiency. Collaborate with Product Engineering, Product Management, and Customer Success Management to provide actionable feedback that improves overall product service, design, and software quality. Participate in recurring support review meetings and share knowledge, presenting challenging cases and innovative troubleshooting ideas to continuously upskill the support team. Manage and provide 24x7 on-call support via a rotational schedule to ensure continuous coverage for critical incidents. The Path to Success (Milestones): 1-Month Milestones (The "Learning" Phase): Absorb critical training on SailPoint's core products, architectures (including AWS cloud-native and event-driven microservices), and internal support systems. Begin handling P3/P4 cases with supervised mentoring and a set limit. Shadow senior support engineers on customer calls, case documentation, and initial troubleshooting sessions. 2-Month Milestones (The "Connecting" Phase): Gradually raise the number of cases and queues, and enable handling for high-priority cases. Independently perform routine troubleshooting activities and manage standard customer support cases. Prepare initial drafts of knowledge base articles for recently resolved common technical issues. 3-Month Milestones (The "Contribution" Phase): No capping on cases and queue dispatch. Become fully ramped on core troubleshooting tools and support ticket management processes. P1 ( Production down scenarios) enablement. Shadowing and assisting colleagues in their P1 cases. Successfully present a challenging case or a new troubleshooting methodology in the weekly support review meeting. 4-6 Month Milestones (The "Performance" Phase): Achieve or exceed support key performance indicators (KPIs), such as target case resolution time and customer satisfaction score (CSAT). Refine existing troubleshooting documentation and create Knowledge base articles. Participate independently in the 24x7 on-call rotation schedule, managing critical escalations with minimal supervision. Achieve internal SailPoint support certifications or relevant initial product badges. Education & Qualifications: Must Haves: 5+ years of professional software support experience, preferably in enterprise security software product companies. Proven track record of advanced, aggressive troubleshooting techniques and using various investigative resources. Experiance in SAP GRC Experience in Supporting Cloud-Based / microservice architecture-based products. REST API, Browser-based troubleshooting, OpenSearch/ Splunk, JSON awareness. Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL). Strong familiarity operating across both Windows, Unix (Linux, Sun, HP, AIX) , Flatcar O.S and Dockerized container platforms. Experience writing or troubleshooting XML and JavaScript. Hands-on experience with J2EE / Java EE 5 Application Servers (such as Tomcat, JBoss, WebSphere, or WebLogic). Excellent written and verbal communication skills. Proven empathy and interpersonal skills for handling stressful customer situations. Nice to Haves / Preferred: Preferred: Bachelor's degree in Computer Science, Information Science, or equivalent experience. Some software development experience with an object-oriented language. Experience troubleshooting Java applications in an enterprise environment. Experience with Log4j or other logging system configurations. Browser compatibility testing experience. Version control systems experience (such as Subversion/SVN). Generating and reading HAR files. Knowledge of Java, Ant, XHTML, JSF, SPML/SOAP, and software build technologies. Familiarity with identity management provisioning systems (e.g., Sun, Oracle, IBM, Novell). Understanding of networking and application server clusters. 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. 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 [email protected] 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. SailPoint (Nasdaq: SAIL) is defining the new era of adaptive identity security. In a world where non-human identities now significantly outnumber humans, our AI-powered platform unifies identity, security, and data intelligence to protect today’s enterprise from advanced identity-based threats. We deliver the identity solution that spans both the breadth of identities and the depth of context needed to drive real-time access with confidence. Built on principles like zero-standing privilege and contextualized risk, our SailPoint platform transforms identity from a point of vulnerability into a powerful security advantage. Trusted by many of the world's leading organizations, SailPoint secures the enterprise with intelligent, autonomous identity security. The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986. Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations. SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business. SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.

Technical Support Engineer.

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