Solution Architect - Expert Services

Senior Solution Architect – Expert Services 

Why SailPoint? 

Love what you do. And love where you do it. Smart people, fun culture, innovative work, beautiful offices — 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 the awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact, we want you to join our team.  

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, and pharmaceutical organizations and more. 

Experience a small-company atmosphere with big-company benefits 

• Competitive pay, 401(k) and comprehensive medical, dental and vision plans  

• Paid holidays and a flexible vacation policy  

• Great technical and career growth opportunities 

What You’ll Do: 

The Solution Architect for Expert Services at SailPoint begins by leveraging their experience to build a deep understanding of our SaaS and/or Software solutions. Within a month or two, they are serving as a technical lead on customer engagements and cases where they will employ their client and partner communication skills, as well as their industry knowledge to share organizational best practices for SailPoint products and identity governance. After their first six months, Solution Architects will have established themselves as both technical and consultative experts within the Expert Services organization, and by the end of their first year they will have become a trusted advisor to customers, partners, leadership and to less experienced team members. 

Responsibilities: 

• Collaborate with Engagement Managers, Analysts, and technical team members to properly triage, progress and peer review Expert Services cases.  

• Maintain oversight of Expert Services cases being delivered by their team. 

• Ensure any ES cases that have been escalated receive the proper level of effort and serve as the technical escalation point of contact until closure.  

• Assist with case resolution when team members require additional assistance or determine other resources with the required technical skills. 

• Perform or oversee Identity Check-ups including peer review, overall quality, and coordination with partners/customers. 

• Implement and maintain a standardized case progression process to gain efficiency, overall team performance and increase CSAT. 

• Assist in determining whether a case should be transferred to, or from, Support. 

• Provide mentoring to team members and ensure all team members have a well-designed and documented career progression plan. This individual will play a key role within the technical Center of Excellence (COE) program to help increase overall technical aptitude within the team. 

• Balance case workload between team members and drive team utilization 

• Ensure team members understand and are following Best Practices. 

• Continuously increase