Technical Support Engineer

Technical Support Engineer

locations

Pune, India

time type

Full time

posted on

Posted Today

job requisition id

R013897

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.

• SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

• About Us

• SailPoint (Nasdaq: SAIL) is defining the new era of adaptive identity security. In a world where non-human identities now significantly outnumber humans, our AI-powered platform unifies identity, security, and data intelligence to protect today’s enterprise from advanced identity-based threats. We deliver the identity solution that spans both the breadth of identities and the depth of context needed to drive real-time access with confidence. Built on principles like zero-standing privilege and contextualized risk, our SailPoint platform transforms identity from a point of vulnerability into a powerful security advantage. Trusted by many of the world's leading organizations, SailPoint secures the enterprise with intelligent, autonomous identity security.

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• Equal Employment Opportunity Policy Statement

• The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.

• It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.

Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities:

• -

• Filing a complaint;

• Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans;

• Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or

• Exercising any other right protected by section 503, VEVRAA or their implementing regulations.

• SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

• SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.

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