Cloud Support Engineer

SailPoint is a leading identity security organization with several identity security product solutions and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.
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 (IDN). 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 will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.

• Within 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable.
• Within 3 months: You will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS).
• Within 6 months: You will ramp up to 50-60 tickets per quarter.
• Within 1 year: You will be able to manage 120+ tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.

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.
• Support customers running legacy PAM products until they are integrated into IdentityNow
• Resolves or escalates cases, using our ServiceNow Case Management System
• Sales and POC Support

Requirements:

• 3-5+ 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
• Experience with Privileged Access Management (PAM) systems
• Familiarity with Linux and bash shell
• Knowledge of programming languages such as Java, .NET, C++ or Python

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):

$57,200 - $81,700 - $106,200

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)