Sr. Cloud Support Engineer

SailPoint; United States; Remote; USD 134,000; Full time

Job summary

An established industry player seeks a Senior Cloud Support Engineer to join their dynamic Professional Services team. This role is pivotal in providing post-implementation support for an innovative Identity as a Service offering. You will collaborate closely with clients and implementation partners to troubleshoot and resolve issues, ensuring exceptional customer satisfaction. With a strong emphasis on teamwork and communication, you will play a crucial role in maximizing the effectiveness of identity governance solutions. If you thrive in a supportive environment and are eager to contribute to customer success, this opportunity is perfect for you.

Benefits

Medical, dental, and vision insurance

401(k) Savings and Investment Plan with company matching

Flexible vacation policy

Paid parental leave

Employee Assistance Program (EAP)

Legal Assistance options

Health Savings Account (HSA) with employer contribution

Short-term and long-term disability coverage

Life insurance and AD&D coverage

Sick leave

Qualifications

• 5-7+ years of support experience in SaaS environments.
• Proficient in web technologies and network troubleshooting.

Responsibilities

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

Skills

Customer Support

Network Troubleshooting

SaaS Experience

Web Technologies (XML, SAML, SPML/SOAP)

Database Management (Oracle, Sybase, MSSQL, MySQL)

Directories (LDAP, AD)

Software Installation (Windows, Unix)

Programming Languages (Java, .NET, C++)

Education

Bachelor's Degree

Tools

Salesforce Case Management System

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:

1. Effectively resolve or help resolve customer support issues.
2. Keep customers fully updated on the progress of their issues.
3. Support for the IdentityNow product in client environments.
4. Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
5. Works with clients post implementation for support concerns, including providing self-service resources.
6. Resolves or escalates cases, using our Salesforce Case Management System.
7. Sales and POC Support.

Requirements:

1. 5-7+ years of support experience.
2. At least 2 years’ working with a SaaS product/service.
3. Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML.
4. Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
5. Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
6. Experience with Directories (LDAP, AD).
7. Network troubleshooting skills.

Nice to have Skills:

1. Experience with SSO platforms.
2. Experience with enterprise systems (SAP, PeopleSoft).
3. Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell).
4. Security software or internal IT audit experience.
5. Knowledge of programming languages such as Java, .NET or C++.

Position is based in Austin, TX and requires no travel.

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD): $71,820 - $102,600 - $133,380.

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview:

1. Health and wellness coverage: Medical, dental, and vision insurance.
2. Disability coverage: Short-term and long-term disability.
3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D).
4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children.
5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account.
6. Financial security: 401(k) Savings and Investment Plan with company matching.
7. Time off benefits: Flexible vacation policy.
8. Holidays: 8 paid holidays annually.
9. Sick leave.
10. Parental support: Paid parental leave.
11. Employee Assistance Program (EAP) and Care Counselors.
12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options.
13. Health Savings Account (HSA) with employer contribution.

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.