Software Application Support Engineering Manager, Sailpoint
More information about location
Identity governance & cloud identity management
Job no longer available
Identity governance & cloud identity management
1001+ employees
Job no longer available
More information about location
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
- Minimum of 8 years of experience in software engineering, technical support, or a related field, with a focus on customer issue verification and resolution
- At least 4 years of proven leadership experience, with a track record of successfully managing and developing high-performing teams
- MUST be able to read code and identify issues in Java, JavaScript, Python, and Golang for example
- Experience with tools like Grafana, Prometheus, Jira, Confluence, GitHub, Open Search, Splunk or Sumo Logic
- Strong technical background, with expertise in software development methodologies, debugging techniques, and issue tracking systems
- Strategic thinker, able to come up with out of the box solutions, while having strong operational excellence skills to drive strong execution of the team’s vision and operational metrics
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interact with customers
- Analytical mindset with the ability to gather and interpret data to drive decision-making and process improvement initiatives
- Detail-oriented with a commitment to quality and customer satisfaction
- Experience working in a fast-paced, dynamic environment with changing priorities and deadlines
- Bachelor's degree in Computer Science, Engineering, or a related field is preferred, not required
- Certifications such as PMP, or Scrum Master are a plus
What the job involves
- We are seeking a highly skilled and experienced Software Application Support Engineering Manager to lead our team of Level 3 Customer Support Software Engineers
- In this role, you will be responsible for overseeing the verification of customer-reported issues, determining whether they are bugs or not, and ensuring timely resolution
- As appropriate you will partner with engineering teams to resolve issues and enhance support tooling and practices
- Lead and manage an international team of Level 3 Customer Support Software Engineers, providing guidance, mentorship, and support to ensure optimal performance and productivity
- Oversee the verification and remediation processes for customer-reported issues, collaborating with cross-functional teams including development, product management, and customer support
- Define and maintain standard operating procedures for issue verification, ensuring consistency and accuracy in the assessment of reported issues
- Prioritize and assign tasks to team members, ensuring customer issues are addressed quickly and according to operating level agreements (OLAs)
- Conduct regular performance evaluations and provide constructive feedback to team members, identifying areas for improvement and facilitating professional development opportunities
- Act as a point of escalation for complex or high-priority customer issues, working closely with internal stakeholders to drive resolution and customer satisfaction
- Monitor key performance indicators (KPIs) related to issue verification and resolution, analyzing trends and implementing process improvements as needed
- Stay current with industry best practices and emerging technologies in customer support and software engineering, leveraging this knowledge to enhance team capabilities and effectiveness
- Foster a collaborative and inclusive team culture, promoting knowledge sharing, innovation, and continuous improvement
- Plan staffing requirements and hire skilled team members to meet business goals
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, SailPoint acquired identity solutions startup SecZetta. It also partnered with Simeio, a leading provider of Identity and Access Management services. Both these moves enabled the company to consolidate its offerings, enhancing its security capabilities and protection measures.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Dec 2014
$0.3m
EARLY VC
Nov 2010
$0.6m
GRANT
Total funding: $0.8m
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 & Founder)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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