Senior Cloud Support Engineer, Sailpoint
$72.6-134.8k
Identity governance & cloud identity management
Be an early applicant
Identity governance & cloud identity management
1001+ employees
Be an early applicant
$72.6-134.8k
1001+ employees
Company mission
To equip every enterprise to effortlessly manage and secure access to applications and data through the lens of identity – at any speed, at any scale.
Role
Who you are
- 1+ years professional software support experience; preferably in enterprise security software product companies
- Proven track record of aggressive troubleshooting techniques; effective use of all resources available including documentation, online sources, testing and 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
- Excellent written and verbal communication skills
- Proven ability to listen and empathize 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
Desirable
- 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 allowing a brick wall to stop you
- Log4j or other logging system configuration experience
- Browser compatibility testing
- Version control systems such as Subversion (SVN)
- Java, Ant and software build-related technologies
- Experience with web technologies such as XHTML, JSF, SPML/SOAP
- Networking knowledge and exposure to application server clusters
- Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell
What the job involves
- The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer
- This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve technical problems directly or in conjunction with our level 2 team
- You'll provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting
- Troubleshoot and resolve technical problems reported by our customers
- Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
- Document problem solutions in company knowledge base
- Interface with Sales, Marketing, and Engineering to improve product service, design, and quality
- Present technical concepts in a clear manner
- Meticulously document case progress and technical details throughout the support case lifecycle
- Provide 24x7 on-call support via rotation schedule
- Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team
- Impress our customers with your empathy, responsiveness, technical ability and attention to detail
Our take
SailPoint is a leader in identity management, founded in 2005 to help businesses mitigate security risks. The company went public in 2017 and was acquired by Thoma Bravo in 2022.
SailPoint’s products harness AI and machine learning to automate and streamline identity management, appointing the appropriate access to different identities operating in a business. Its solutions have evolved alongside innovations in the space, and the company remains a top choice for enterprises worldwide.
To continue keeping pace with advancements in the market, SailPoint has acquired identity solutions startup SecZetta. With this move, SailPoint says it will be able to further help its clients consolidate their identities and organize their workforce data. The company also partnered with Simeio, a leading provider of Identity and Access Management services, to enhance both companies’ security capabilities and protection measures.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2014
$0.3m
EARLY VC
Nov 2010
$0.6m
GRANT
Total funding: $21.9m
Company benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 4019k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental 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
Company HQ
Four Points Centre, Austin, TX
Leadership
Mark McClain
(CEO)Operating Advisor at Elsewhere Partners. Previously and SVP of Software Marketing at Sun Microsystems and a VP of Worldwide Marketing at IBM Tivoli Software.
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