SaaS Triage Engineer

A Day in the Life:

The Triage Engineer (Linux Sys Admin) handles challenging customer IAM connectivity issues which are escalated from the Customer Success Delivery organization. You will use logging and debugging tools in conjunction with your understanding of our SaaS Network Infrastructure and Linux System administration to perform technical analysis to determine issue root causes. You'll reproduce issues to point the infrastructure and platform service owners to solutions. You'll collaborate with the infrastructure and platform organization to distribute tasks to the optimal teams for resolution. You’ll share your product improvement ideas and drive execution while helping to develop our quality discipline.

Responsibilities:

• Develop a deep understanding of the SailPoint Virtual Appliances that are responsible for connecting IdentityNow cloud platform and customer on-premise applications

• Diagnose reported problems and collaborate with internal teams to resolve complex cases escalated from Support

• Reproduce issues seen by customer facing field teams to narrow down root cause

• Periodically conference with customers to gather additional information and help them work through critical issues

• Make suggestions for how the team can function more efficiently

Required Experience:

• 3+ years in a Linux System Engineering role or it’s equivalent. Participation in System Administration, Infrastructure or Platform organization of B2B Enterprise Software entity (SaaS preferred, on-premise welcome)
• In-depth knowledge of architecture, implementation and operation of a Linux-based compute environment
• Experience with LAN, Linux network diagnostics, DNS, DHCP, and VPN tunnels (OpenVPN)
• Working knowledge configuring and maintaining virtualized servers such as VSphere

What We Look For:

• Knowledge of data-driven development methodologies
• Passion and expertise working with engineering, product, and support teams
• Knowledge of current development strategies and trends across web and mobile platforms
• Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice Architecture Patterns
• Experience with observability and logging tools Kibana, OpenSearch, Grafana, Log4J
• Creative problem solving
• Evidence-based analysis skills
• Experience within the identity security industry, a plus
• Exposure to SailPoint SaaS Product - Identity Security Cloud
• Basic object-oriented programming skills
• Ability to create, store, manage and share source code using version control software like GitHub

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.