SailPoint Technologies Holdings, Inc.
Support Engineer
SailPoint Technologies Holdings, Inc., Austin, Texas, us, 78716
The Customer Support Engineer is responsible for working directly with customers and SailPoint internal resources to identify, troubleshoot and resolve technical problems directly or in conjunction with Level 3 SailPoint Support and Engineering teams.
Responsibilities:
Provide technical support to SailPoint customers and field personnel via multiple channels including our ticketing system, telephone, and online screen sharingTroubleshoot and resolve technical issues reported by our customersEscalate complex issues in a timely manner with appropriate details and documentationDocument solutions in company knowledge baseInterface with Sales, Services, Marketing, and Engineering to improve product service, design, and qualityPresent technical concepts in a clear mannerMeticulously document progress and technical details throughout the issue lifecycleProvide 24x7 on-call support via rotation scheduleCollaborate in recurring support collaboration and team meetings, presenting issues and new ideas to the Support teamImpress our customers with your empathy, responsiveness, technical ability and attention to detailRequired (candidates must have this experience):
5+ years in one or more of the following areas:Enterprise software support experience; preferably in enterprise security softwareJava Application Server Administration (ex: Tomcat, JBoss, WebSphere, WebLogic)Network AdministrationDatabase Administration on one or more of the following: Oracle, MSSQL, Sybase, DB2, MySQL
Experience with creating and troubleshooting XML and JavaScriptExperience with either of the following operating systems: Microsoft Windows or LinuxExcellent written and verbal communication skillsStrong troubleshooting skills; effective use of all resources available including documentation, online sources, testing and experimentation and the knowledge of other technical professionalsProven ability to listen and empathize with the client's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situationWillingness to improve yourself and fellow team members in relevant technologiesIndependent, highly motivated self-learnerAbility to prioritize, progress and resolve high priority issues with multiple customers simultaneouslyMust work well in team settings and collaborate across teams (ex: Account Management, Engineering, Professional Services, etc.)Preferred (candidates may have this experience):
Experience with SailPoint Identity Security software, especially IdentityIQ, File Access Manager or IdentityAISoftware Engineering or QA experience with Java/Beanshell type languagesExperience troubleshooting Java servlets in an enterprise environmentExperience with identity management provisioning systems (ex: Active Directory, Azure AD, SAP, ServiceNow, Workday)Mainframe experience with JCL, SMP/E, and mainframe security products (ex: ACF2, TSS, RACF)Log4j2 configuration experienceTroubleshooting browser issues (ex: Curl, HTTP traces, HAR files, Postman)Experience with web technologies (ex: JSF, REST, SAML/SSO, SCIM, 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
At SailPoint we treat every individual with equality and respect-no matter their race, ethnicity, gender, sexual orientation, or religious beliefs.
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):$71,820 - $102,600 - $133,380Base 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.
Responsibilities:
Provide technical support to SailPoint customers and field personnel via multiple channels including our ticketing system, telephone, and online screen sharingTroubleshoot and resolve technical issues reported by our customersEscalate complex issues in a timely manner with appropriate details and documentationDocument solutions in company knowledge baseInterface with Sales, Services, Marketing, and Engineering to improve product service, design, and qualityPresent technical concepts in a clear mannerMeticulously document progress and technical details throughout the issue lifecycleProvide 24x7 on-call support via rotation scheduleCollaborate in recurring support collaboration and team meetings, presenting issues and new ideas to the Support teamImpress our customers with your empathy, responsiveness, technical ability and attention to detailRequired (candidates must have this experience):
5+ years in one or more of the following areas:Enterprise software support experience; preferably in enterprise security softwareJava Application Server Administration (ex: Tomcat, JBoss, WebSphere, WebLogic)Network AdministrationDatabase Administration on one or more of the following: Oracle, MSSQL, Sybase, DB2, MySQL
Experience with creating and troubleshooting XML and JavaScriptExperience with either of the following operating systems: Microsoft Windows or LinuxExcellent written and verbal communication skillsStrong troubleshooting skills; effective use of all resources available including documentation, online sources, testing and experimentation and the knowledge of other technical professionalsProven ability to listen and empathize with the client's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situationWillingness to improve yourself and fellow team members in relevant technologiesIndependent, highly motivated self-learnerAbility to prioritize, progress and resolve high priority issues with multiple customers simultaneouslyMust work well in team settings and collaborate across teams (ex: Account Management, Engineering, Professional Services, etc.)Preferred (candidates may have this experience):
Experience with SailPoint Identity Security software, especially IdentityIQ, File Access Manager or IdentityAISoftware Engineering or QA experience with Java/Beanshell type languagesExperience troubleshooting Java servlets in an enterprise environmentExperience with identity management provisioning systems (ex: Active Directory, Azure AD, SAP, ServiceNow, Workday)Mainframe experience with JCL, SMP/E, and mainframe security products (ex: ACF2, TSS, RACF)Log4j2 configuration experienceTroubleshooting browser issues (ex: Curl, HTTP traces, HAR files, Postman)Experience with web technologies (ex: JSF, REST, SAML/SSO, SCIM, 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
At SailPoint we treat every individual with equality and respect-no matter their race, ethnicity, gender, sexual orientation, or religious beliefs.
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):$71,820 - $102,600 - $133,380Base 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.