Technical Product Support Engineer

SailPoint; A distancia; MXN 1,091,000 - 1,456,000; Jornada completa

Descripción de la vacante

A leading identity governance firm is seeking a Technical Account Manager to join its Platinum Services and Support team. This role focuses on pre and post implementation support of their Identity as a Service offering. Responsibilities include resolving customer support issues, working with DevOps and Engineering teams, and ensuring high customer satisfaction. Ideal candidates have 5-7+ years of support experience, SaaS knowledge, and familiarity with technologies like XML and databases. This position is located in Mexico.

Servicios

Supportive work environment

Open door policy

No cost for alternative application methods

Formación

• 5-7+ years of support experience.
• At least 2 years’ working with a SaaS product/service.
• Experience with XML, SAML, SPML/SOAP.

Responsabilidades

• Effectively resolve customer support issues.
• Support for the IdentityNow product.
• Work with clients post-implementation for support concerns.

Conocimientos

Support experience

Experience with SaaS products

Network troubleshooting

Herramientas

Salesforce Case Management System

XML

Databases (Oracle, Sybase, MSSQL, MySQL)

Descripción del empleo

The Technical Account Management team at SailPoint prides itself in being a supportive environment with an open door policy. Everyone is invested in our employees' success and is ready to welcome you to the team, make themselves available to you, and help you succeed. The PS team works to get our customers the help needed to maximize their identity governance platform with extensive, solution‑specific experience, our consultants are dedicated to ensuring success before, during and after our customers' SailPoint implementation.

We minimize risk and maximize business growth by managing access to data and resources across your enterprise. We do it effectively and securely for every person who interacts with your organization—any user, on any device, anywhere in the world.
We were first to recognize that companies could benefit from an approach to identity that addresses both IT and business priorities. We developed a unique risk‑based model and leveraged that approach for everything from compliance to user provisioning. Then we followed that with the industry's first solution for truly extending enterprise identity management to applications in the cloud.

Today, we offer comprehensive products that can handle enterprise IAM on-premises or as a cloud-based service. This gives you the freedom to choose the best solution for your current needs, while at the same time establishing a clear path for future growth.
The Technical Account Manager is part of our Platinum Services and Support team and plays an important role in pre and post implementation support of SailPoint’s Identity as a Service offering, ISC (Identity Security Cloud)

You will be working directly with our customers and implementation partners to identify the cause of any pre and post‑deployment Out‑Of‑The‑Box issues and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.

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.
• Resolves or escalates cases, using our Salesforce Case Management System
• Sales and POC Support

Requirements

• 5‑7+ 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
• Knowledge of programming languages such as Java, .NET or C++

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 [e-mail] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.