Technical Support Engineer

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.
•     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.