Senior Cloud Support Engineer

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.

This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve technical problems directly or in conjunction with our level 2 team.

Responsibilities:

• Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting.
• Troubleshoot and resolve technical problems reported by our customers.
• Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
• Document problem solutions in company knowledge base.
• Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.
• Present technical concepts in a clear manner.
• Meticulously document case progress and technical details throughout the support case lifecycle.
• Provide 24x7 on-call support via rotation schedule.
• 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):

• 1+ years professional software support experience; preferably in enterprise security software product companies.
• 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.
• Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
• Experience with creating or troubleshooting XML and JavaScript.
• Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.
• Excellent written and verbal communication skills.
• 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.
• Willingness to improve yourself and fellow team members in relevant technologies.

Preferred (candidates may have this experience):

• Some software development experience with an object-oriented language
• Experience troubleshooting Java applications in an enterprise environment.
• Ability to think creatively when troubleshooting and not allowing a brick wall to stop you.
• Log4j or other logging system configuration experience.
• Browser compatibility testing.
• Version control systems such as Subversion (SVN).
• Java, Ant and software build-related technologies.
• Experience with web technologies such as XHTML, JSF, SPML/SOAP.
• Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell.
• Networking knowledge and exposure to application server clusters.

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. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

$72,600 - $103,700 - $134,800

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 vacatio