Technical Support Engineer - TAM

SailPoint; A distancia; MXN 1,273,000 - 1,638,000; Jornada completa

Descripción de la vacante

A leading identity security firm is seeking a Technical Account Manager in Mexico to serve as the primary technical contact for important clients. The role involves providing technical support, facilitating product adoption, and ensuring customer satisfaction. Ideal candidates will have a bachelor's degree, excellent troubleshooting skills, and familiarity with identity access management tools. This position offers the opportunity to work in a dynamic environment committed to customer success.

Formación

• 2-4+ years of technical product support experience.
• Strong ability to identify, diagnose, and resolve issues.
• Exposure to IAM concepts like provisioning and access control.

Responsabilidades

• Provide technical support and troubleshooting for SailPoint products.
• Build relationships with customers and drive product adoption.
• Provide feedback based on customer needs to Product Management.

Conocimientos

Technical troubleshooting skills

Communication skills

Familiarity with IAM tools

Knowledge of HCM systems

Experience with REST APIs

Database and Network troubleshooting

Exposure to cloud platforms

Educación

Bachelor’s degree (technical degree preferred)

Descripción del empleo

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring works have the right access to do their job – no more, no less.

Why SailPoint?

Love what you do. And love where you do it. Smart people, fun culture, innovative work, work/life balance — oh, and everyone’s really nice. That’s what people say about SailPoint. We’re known as the company where everyone wants to work, and we have awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact.

SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, pharmaceutical organizations and more.

Who You Are:

A SailPoint Technical Account Manager (TAM) serves as the primary technical point of contact for Platinum customers, ensuring they derive maximum value from SailPoint products and services. TAMs play a crucial role in proactively guiding the customers journey, providing technical support, facilitating product adoption, and driving customer satisfaction and retention.

Responsibilities:

• Technical Guidance and Support:
  • Provide proactive guidance and best practices for SailPoint solutions based on customer needs and goals.
  • Offer technical support for SailPoint products and services, troubleshooting issues and resolving technical problems.
  • Conduct regular support ticket reviews to ensure prioritization and customer expectations are met.
  • Facilitate visibility into SailPoint's product roadmap and assist with over-the-shoulder configuration help.
• Customer Success and Engagement:
  • Build strong relationships with customers, becoming a trusted advisor and partner.
  • Drive customer adoption of SailPoint solutions and identify opportunities for expansion.
  • Conduct business reviews with customer leadership to highlight success and areas for improvement.
  • Coordinate with other SailPoint teams (Support, Engineering, Product Management) to ensure customer needs are addressed.
  • Lead escalation responses for critical customer issues and ensure timely resolution.
• Product Expertise and Feedback:
  • Provide feedback to Product Management based on customer needs and industry trends.
  • Stay current with industry best practices and compliance standards related to Identity and Access Management.

Requirements:

• undefined
• Bachelor’s degree (technical degree preferred).
• 2-4+ years of technical product support experience.
• Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve issues.
• Excellent communication skills, both verbal and written, with the ability to communicate technical details in a clear, concise, understandable manner.
• Familiarity with IAM tools and technologies (SSO, MFA, Privileged Access Management).
• Solid understanding of IAM concepts: provisioning, access control, lifecycle management, authentication.
• Hands-on experience with REST APIs.
• Knowledge of HCM systems (e.g., Workday, Oracle, SuccessFactors).
• Experience with directories and directory services (e.g., Entra ID, Active Directory, LDAP).
• Knowledge of technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, web and application servers.
• Database and Network troubleshooting expertise.
• Exposure to cloud platforms (Azure, AWS, GCP).

Language Requirements:

• Exposure to cloud platforms (Azure, AWS, GCP).

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.