Cloud Support Engineer

1 Month ago • 3-5 Years • Devops • $57,200 PA - $106,200 PA

Job Summary

Job Description

The Sr. Cloud Support Engineer will provide post-implementation support for SailPoint’s IdentityNow (IDN) SaaS offering. The role involves resolving customer support issues, working with cross-functional teams, and providing self-service resources. Responsibilities include supporting the IdentityNow product in client environments and assisting with issues, resolving cases, and supporting legacy PAM products integration into IdentityNow. The role requires quickly learning the product, handling tickets, and contributing to the knowledge base. The Engineer will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues.
Must have:
  • 3-5+ years of support experience
  • 2 years working with a SaaS product/service
  • Experience with web technologies: XML, SAML, Web Servers
  • Experience setting up software on Windows and Unix
  • Experience with Databases (Oracle, Sybase, MSSQL, MySQL)
  • Experience with Directories (LDAP, AD)
  • Network troubleshooting skills
Good to have:
  • Experience with SSO platforms
  • Experience with enterprise systems (SAP, PeopleSoft)
  • Familiarity with Identity Management provisioning systems
  • Security software or internal IT audit experience
  • Experience with Privileged Access Management (PAM) systems
  • Familiarity with Linux and bash shell
  • Knowledge of programming languages such as Java, .NET, C++ or Python
Perks:
  • Medical, dental, and vision insurance
  • Short-term and long-term disability
  • Life insurance and Accidental Death & Dismemberment (AD&D)
  • Supplemental life insurance for employees, spouses, and children
  • Flexible spending accounts for health care, and dependent care
  • 401(k) Savings and Investment Plan with company matching
  • Flexible vacation policy
  • 8 paid holidays annually
  • Sick leave
  • Paid parental leave
  • Employee Assistance Program (EAP) and Care Counselors
  • Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
  • Health Savings Account (HSA) with employer contribution

Job Details

SailPoint is a leading identity security organization with several identity security product solutions and the only multi-tenant SaaS solution on the market. 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.
The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.
  • Within 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable.
  • Within 3 months: You will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS).
  • Within 6 months: You will ramp up to 50-60 tickets per quarter.
  • Within 1 year: You will be able to manage 120+ tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.
Responsibilities:
  • Effectively resolve or help resolve customer support issues.
  • Keep customers fully updated on the progress of their issues.
  • Support for the IdentityNow product in client environments.
  • Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
  • Works with clients post implementation for support concerns, including providing self-service resources.
  • Support customers running legacy PAM products until they are integrated into IdentityNow
  • Resolves or escalates cases, using our ServiceNow Case Management System
  • Sales and POC Support
Requirements:
  • 3-5+ years of support experience
  • At least 2 years’ working with a SaaS product / service
  • Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML
  • Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms
  • Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
  • Experience with Directories (LDAP, AD)
  • Network troubleshooting skills
Nice to have Skills:
  • Experience with SSO platforms
  • Experience with enterprise systems (SAP, PeopleSoft)
  • Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
  • Security software or internal IT audit experience
  • Experience with Privileged Access Management (PAM) systems
  • Familiarity with Linux and bash shell
  • Knowledge of programming languages such as Java, .NET, C++ or Python

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):

$57,200 - $81,700 - $106,200

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 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 hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.

Similar Jobs

Glean - Commercial Account Executive

Glean

New York, New York, United States (Hybrid)
1 Month ago
Alpha Sense - Associate Account Executive, Strategic Growth

Alpha Sense

New York, United States (On-Site)
1 Month ago
dun bradstreet - Attorney, Commercial

dun bradstreet

Jacksonville, Florida, United States (On-Site)
3 Weeks ago
IGN - Director of Subscriptions

IGN

Los Angeles, California, United States (Hybrid)
2 Months ago
FICO - Platform Sales, New Business Executive

FICO

London, England, United Kingdom (On-Site)
1 Year ago
zoox - Staff/Senior Staff Software Platform Engineer

zoox

Foster City, California, United States (Hybrid)
8 Months ago
Veeam Software - DevOps engineer with Infrastructure focus

Veeam Software

Bucharest, Bucharest, Romania (Hybrid)
2 Months ago
Veeam Software - DevSecOps Engineer

Veeam Software

Prague, Czechia (Remote)
1 Month ago
Google - Software Engineer III, Site Reliability Engineering, Google Cloud

Google

San Francisco, California, United States (On-Site)
2 Months ago
Diligent Corporation - Senior Site Reliability Engineer

Diligent Corporation

Sydney, New South Wales, Australia (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Applied materials  - Senior Network Security Engineer

Applied materials

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Nasdaq - Product Owner - Specialist, AI

Nasdaq

Bengaluru, Karnataka, India (Hybrid)
1 Year ago
Fi - Sales Lead

Fi

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Tekion Corp - Senior Manager - Documentation

Tekion Corp

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Highspot - Implementation Manager

Highspot

Hyderabad, Telangana, India (Hybrid)
4 Months ago
CyberArk - Principal Account Executive - France

CyberArk

France (On-Site)
2 Months ago
Flexra Software - Senior Backend Developer

Flexra Software

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)
2 Months ago
Axon - Senior Project Manager

Axon

Scottsdale, Arizona, United States (On-Site)
1 Month ago
Buckman - Lead Digital Software Engineer – Front End

Buckman

Chennai, Tamil Nadu, India (On-Site)
9 Months ago
Nightfall AI - Endpoint Engineer

Nightfall AI

Bengaluru, Karnataka, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Austin, Texas, United States

Synechron - Senior Gen AI Engineer

Synechron

Charlotte, North Carolina, United States (On-Site)
1 Month ago
Ansys - Senior Cybersecurity Engineer

Ansys

Exton, Pennsylvania, United States (On-Site)
1 Month ago
WebTech Corporation - Incoming Inspector

WebTech Corporation

Germantown, Maryland, United States (On-Site)
1 Month ago
Toast - Retail Account Executive

Toast

New Jersey, United States (Hybrid)
4 Weeks ago
fluence - Senior Operations Manager, Battery Cell Manufacturing

fluence

Dallas, Texas, United States (On-Site)
2 Weeks ago
Apple - Head of Creative, Events & Experiential

Apple

Culver City, California, United States (On-Site)
3 Weeks ago
Dentsu - Associate Director, Commerce & Retail Media

Dentsu

New York, United States (Remote)
1 Month ago
bytedance - Senior/Tech Lead Network Software Development Engineer, Switch - Seattle

bytedance

Seattle, Washington, United States (On-Site)
8 Months ago
Toast - Retail Account Executive

Toast

Napa, California, United States (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Devops Jobs

Tencent - SRE Intern

Tencent

(On-Site)
4 Months ago
Epic Games - Senior DevOps Programmer

Epic Games

Montreal, Quebec, Canada (On-Site)
3 Months ago
London stock Exchange - Lead Engineer - Kubernetes

London stock Exchange

London, England, United Kingdom (On-Site)
1 Month ago
DraftKings - Software Architect, Sports Core

DraftKings

United Kingdom (Remote)
1 Month ago
Unity - Mobile Automation Engineer

Unity

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
3 Months ago
ness digital  - Senior Service Cloud Developer

ness digital

Bengaluru, Karnataka, India (Hybrid)
2 Weeks ago
Epic Games - Senior DevOps Programmer

Epic Games

Vancouver, British Columbia, Canada (On-Site)
3 Months ago
NCR Atleos - DevOps Engineer II

NCR Atleos

Gurugram, Haryana, India (On-Site)
1 Month ago
Argus - Site Reliability Engineer

Argus

Calgary, Alberta, Canada (Remote)
3 Months ago
FalconX - Senior Software Engineer - DevOps (Trading Systems)

FalconX

Bengaluru, Karnataka, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.

Austin, Texas, United States (On-Site)

Austin, Texas, United States (Hybrid)

United States (On-Site)

Pune, Maharashtra, India (On-Site)

Austin, Texas, United States (On-Site)

Philippines (Remote)

Paris, Île-de-France, France (On-Site)

View All Jobs

Get notified when new jobs are added by Sailpoint

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug