Senior Cloud Support Engineer

SailPoint; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Sr. Cloud Support Engineer, where you will play a vital role in post-implementation support for a leading Identity as a Service offering. This position emphasizes customer satisfaction and requires collaboration with various teams to resolve issues effectively. You will leverage your experience with web technologies and SaaS products to ensure clients receive top-notch support. Enjoy a supportive work environment that prioritizes your success and offers opportunities for growth in a dynamic industry. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• 5-7 years of support experience, especially with SaaS products.
• Strong experience with web technologies and network troubleshooting.

Responsibilities

• Resolve customer support issues and keep clients updated.
• Support IdentityNow product in client environments.

Skills

Customer Support

SaaS Products

XML

SAML

Web Technologies

Network Troubleshooting

Education

Bachelor's Degree

Tools

Salesforce Case Management System

Windows

Unix (Linux, Sun, HP, AIX)

Databases (Oracle, Sybase, MSSQL, MySQL)

Job description

The Professional Services 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 Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow. You will be working directly with our customers and implementation partners to identify the cause of any 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++

Position is based in Austin, TX and requires no travel

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.