Senior Technical Support Engineer

This position, as part of our Customer Support Team, is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve technical issues either independently or in collaboration with our level 2 team.

Responsibilities:

• Provide technical support to SailPoint customers and field personnel through various channels, including telephone, email, Teams, and GoToMeeting.
• Troubleshoot and resolve technical issues reported by our customers.
• Escalate complex problems to Level 2 Support promptly, with relevant details documented.
• Record solutions in the company's knowledge base.
• Collaborate with Sales, Marketing, and Engineering to enhance product service, design, and quality.
• Explain technical concepts clearly.
• Carefully document case progress and technical details throughout the support process.
• Offer 24/7 on-call support on a rotational basis.
• Attend regular support review meetings, presenting challenging cases and new ideas to the support team.
• Demonstrate empathy, responsiveness, technical skills, and attention to detail to impress our customers.
• Work with internal teams (Engineering, DevOps, TAMs, CSMs) to resolve escalated cases.

Required (candidates must have this experience):

• 5-7+ years of professional software support experience; preferably within enterprise security software product companies.
• Proven track record of proactive troubleshooting techniques; effective use of all available resources, including documentation, online sources, testing, experimentation, and the knowledge of other technical professionals.
• Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
• Experience with creating or troubleshooting XML and JavaScript.
• Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.
• Experience with REST APIs, SAML, SCIM, and cloud infrastructure (AWS, Azure).
• Excellent written and verbal communication skills.
• Proven ability to listen and empathise 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.

Preferred (candidates may have this experience):

• Some software development experience with an object-oriented language.
• Experience troubleshooting Java applications in an enterprise environment.
• Ability to think creatively when troubleshooting and not letting a brick wall stop you.
• Log4j or other logging system configuration experience.
• Browser compatibility testing.
• Version control systems such as Subversion (SVN).
• Java, Ant, and other software build technologies.
• Experience with web technologies such as XHTML, JSF, SPML/SOAP.
• Familiarity with identity management provisioning systems like Sun, Oracle, IBM, or Novell.
• Networking knowledge and exposure to application server clusters.
• Certifications in IAM technologies or cloud platforms (e.g., SailPoint Certified, AWS Certified).