Principal Engineer

The Principal Engineer is responsible for working directly with Support Engineers to identify, troubleshoot, and resolve technical problems directly or in collaboration with IIQ Engineering.

Responsibilities:

• Provide technical advice, assistance, knowledge transfer, ES (Expert Services) Verification through, Jira, Slack, weekly Support team Case Collaboration and AMA (Eng. Ask Me Anything) meetings 
• Participate in working sessions with L2 Support and customers 
• Troubleshoot and resolve technical issues reported by L2 Support Engineer via Jira SET (Support Engineering Ticket)
• Escalate complex issues to Engineering Team for further review
• Escalate customization issues to Services
• Document solutions in knowledge base
• Interface with Sales, Services, Marketing, Customer Success Team, Product Management and Engineering to improve product service, design, and quality
• Present technical concepts in a clear manner
• Meticulously document progress and technical details throughout the issue lifecycle
• Provide 24x7 on-call support via rotation schedule
• Create and perform quarterly Deep-Dive presentations for L2 to help promote knowledge transfer

Required (candidates must have this experience):

• 10+ years’ experience in enterprise software support, implementation, administration, or app development
• 8+ years’ experience with IdentityIQ or other identity access management enterprise software
• Experience with one or more J2EE Application Servers (ex: Tomcat, JBoss, WebSphere, WebLogic)
• Experience with SQL and Database Administration on one or more of the following: Oracle, Sybase, MSSQL, DB2, MySQL
• Proficient reading Java code
• Experience creating and troubleshoot BeanShell and JavaScript
• Experience creating and troubleshooting XML
• Experience with Microsoft Windows, Linux and Unix type operating systems
• Excellent written and verbal communication skills
• Strong troubleshooting skills; effective use of all resources available including documentation, online sources, testing and experimentation, and the knowledge of other technical professionals
• Troubleshooting browser issues (ex: HTTP traces, HAR files)
• Experience with Web Services testing tools: (ex: Postman, Curl, SoupUI)
• Proven ability to listen and empathize with L2 and customers
• Willingness to improve yourself and fellow team members in relevant technologies
• Independent, highly-motivated self-learner
• Ability to prioritize, progress and resolve high priority issues with multiple L3 SETs simultaneously
• Must work well in team settings and collaborate across teams (ex: Account Management, Engineering, Professional Services, etc.)
• Must have a “can figure it out” mentality

Preferred (candidates may have experience):

• Previous experience in software Support role
• Software Engineering, QA or Build experience with object-oriented language (ex: Beanshell, Java, Ant)
• Experience troubleshooting Java servlets in an enterprise environment
• Experience with Hibernate
• Experience with identity management provisioning systems (ex:  Active Directory, Azure AD, SAP, ServiceNow, Workday)
• Log4j / Log4j2 configuration experience
• Experience with web technologies (ex: JSF, REST, SAML, SCIM, SPML/SOAP, XHTML)
• Experience with Role-Based Access Control (RBAC)
• Networking experience (ex:  DNS, Firewall, Load Balancers)
• Think creatively, not allowing a brick wall to stop you

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.

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.