Cloud Support Engineer

SailPoint Technologies Holdings, Inc.; Singapore; Remote; SGD 60,000 - 80,000; Full time

Job summary

A leading identity security firm in Singapore is seeking a Technical Support Engineer to provide high-quality technical support to APAC customers. Candidates must possess over 2 years of professional software support experience and strong troubleshooting skills. The position allows for remote work and offers opportunities for skill development. A collaborative team environment awaits you with responsibilities that include problem resolution and effective customer communication.

Benefits

Full-time permanent position

Work from home options

Ad-hoc travel for team events

Qualifications

• 2+ years of professional software support experience.
• Experience with troubleshooting in enterprise security software.
• Excellent communication skills, fluency in English required.

Responsibilities

• Provide technical support to customers via multiple channels.
• Troubleshoot and resolve complex technical problems.
• Document solutions in the company knowledge base.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Database administration knowledge

Experience with XML

Tools

Oracle

MSSQL

Java

Job description

time left to apply End Date: September 4, 2025 (19 days left to apply)

job requisition id R011299

This position as Technical Support Engineer (part of our Global Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve complex technical problems directly or in conjunction with our engineering team.

Responsibilities:

• Provide technical support to SailPoint APAC customers and field personnel via multiple channels.
• Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS product issues reported by our customers.
• Document problem solutions in company knowledge base.
• Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.
• Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
• Present technical concepts in a clear manner.
• Meticulously document case progress and technical details throughout the support case lifecycle.
• 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.

Required (candidates must have this experience):

• Is based in Singapore and has working rights
• 2+ years’ professional software support experience; preferably in enterprise security software product companies.
• Minimum 2-4 years or more troubleshooting or implementation experience in Enterprise Support or in any other IAM solutions.
• 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.
• Basic Hands On with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
• Experience on Windows, Unix (Linux) platforms, VMWare or any virtual hosting environments.
• Experience with creating or troubleshooting XML and some code written in Java.
• Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.
• Excellent written and verbal communication skills in English, any additional language would be an advantage.
• 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.

Preferred (Nice to have this experience):

• Experience troubleshooting Java applications in an enterprise environment.
• Experience in analyzing HAR files, Postman to run API calls etc.
• Ability to think creatively when troubleshooting and not allowing a brick wall to stop you.
• Log4j or other logging system configuration experience.
• Experience with web technologies such as XHTML, JSF, SPML/SOAP.
• Networking knowledge and exposure to application server clusters.
• Familiarity with any identity management provisioning systems such as Sun, Oracle, IBM, or Novell would be considered as an added advantage.
• Speaking any other languages apart from English like Mandarin, Japanese or Korean would be an added advantage.

This is a Full-time permanent position & work remotely or working from home. Ad-hoc 5% travel may be required for team or company events in the region.

The Path to Success

Within the first 30 days:

• SailPoint Overview: Learn about the company’s history, mission and
  core values.
• Mentorship: Meet your buddy and set up Bi-weekly meetings & 1 to
  1’s with your manager.
• Meeting the regional and global team.
• Get Access to Support resources.
• Complete Product and Support Process training.
• Complete internal training.

60 days:

• Shadowing the buddy on handling tickets.
• Brainstorming on resolutions.
• Attending daily scrum meetings.
• Familiarizing with troubleshooting approach.

90 days:

• Start to own P3/P4 tickets with limited capacity.
• Write KB articles.
• Schedule customer meetings for troubleshooting.
• Learn the P1 or major incident responsibilities.
• Learn the weekend On call process.

180 days:

• Be on full dispatch for all tickets (P1, P2, P3, P4)
• Be On-call rota basis.
• Strengthen technical knowledge to become SME in the product.
• Improve TTR to monitor and reduce.
• Manage caseload and time management.
• Write KB articles.
• Participate in internal Support team projects.

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.

About Us

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today’s most pressing threats.

Equal Employment Opportunity Policy Statement

The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.

It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.

Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities:

Filing a complaint;

Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans;

Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or

Exercising any other right protected by section 503, VEVRAA or their implementing regulations.

SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.