Technical Account Manager | Technical Support Engineer

The SailPoint Technical Account Manager | Technical Support Engineer will be responsible to provide the best possible customer service to the company’s most important customers. They bring deep knowledge of SailPoint’s products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance. 

This role will be based in Japan.

The Technical Account Manager | Technical Support Engineer is a Hybrid and elite role in SailPoint’s customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. To that end, TAMs support a small set of customers based in Japan, typically 6 to 8. This role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations. 

The Path to Success in this Role.

Within 1 month:

• SailPoint Overview: Learn about the company’s history, mission and core values.
• Mentorship: Meet your buddy and set up Bi-weekly meetings & 1 to 1’s with your manager.
• Meeting the regional and global team.
• Get Access to Support resources.
• Complete Product and Support Process training.
• Complete internal training.

Within 3 Months:

• You will be shadowing other TAM calls and attending support case discussion and troubleshooting calls. Someone with previous TAM experience may start taking one account around this time. You will tackle advanced courses for IIQ/IDN that are self-paced and/or instructor led. You will be familiar with Salesforce, Gainsight, and ServiceNow and assist other TAMs in their accounts.
• Start to own P3/P4 tickets with limited capacity.
• Write KB articles. 
• Schedule customer meetings for troubleshooting.
• Learn the P1 or major incident responsibilities.
• Learn the weekend On call process. 
• Learn inbox buddy responsibilities.

Within 1 year:
You will have received a full case load of 6-8 accounts and will be managing biweekly client calls. You will engage the CSE or engineers assigned to tickets and help drive resolutions.

Responsibilities:

• Serves as main point of contact for technical support issues for Japan based customer and also global customers.
• Provide technical support to SailPoint APJ customers and field personnel via multiple channels.
• Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS product issues reported by our customers.
• Document problem solutions in company knowledge base. 
• Interface with Sales, Marketing, and Engineering to improve product service, design, and quality. 
• Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
• Works closely with the Designated Senior Support team focused on customer’s tickets
• Leads escalation responses.
• Provide 24x7 on-call support via rotation schedule.
• Conducts regular Support ticket review calls with their accounts to ensure ticket prioritization and customer expectations are understood
• Drives elimination of any customer or internal bottlenecks impeding problem resolution
• Provides proactive guidance, encourages adoption, and assists with technical questions regarding SailPoint’s products
• Manages the status and internal/external communication of Support tickets
• Collaborates with support management to orchestrate support response beyond the TAMs direct capability
• Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery
• Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.

Requirements: 

• Is based in Japan and has working rights
• 5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies
• Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals
• Experience is handling support tickets and response based on SLA as per priorities defined in the tickets.
• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL)
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms
• Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic
• Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j
• Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus
• Understanding & working knowledge of Cloud concepts, microservices, CI/CD pipeline etc.
• Experience with SailPoint’s product suite is preferred but not required
• Must be proficient in Japanese and English in speaking, reading & writing.
• Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer’s situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.

Education:

• BA/BS or global equivalent experience
• CS or Engineering degree a plus

Travel: 

• Japan and some travel to Singapore or Australia or HQ, APJ locations may be required for team events.

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.