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

At SailPoint we treat every individual with equality and respect—no 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 SailPoint’s 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):

$71,820 - $102,600 - $133,380

Base salaries for employees based in other locations are competitive for the employee’s 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 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.