Sr. Cloud Support Engineer
SailPoint is the leading Identity Governance Administration (IGA) product 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 100 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 very complex and technical customer support issues.
- Keep customers fully updated on the progress of their issues until the resolution of their issues.
- Support for the IdentityNow product in client environments at SailPoint
- Works closely with all internal SailPoint teams including, 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.
Requirements:
- 5-7+ years of support experience
- At least 2 years working with IdentityNow or other IAM solution.
- Experience or relevant technical experience within Information Security or Identity Access Management
- Familiarity with common IAM tools and technologies (e.g., SSO, MFA, privileged access management, directory services).
- Strong understanding of IAM concepts, such as provisioning, access control, and authentication
- Strong understand and experience with REST API's
- 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
- Knowledge of programming languages such as Java, .NET or C++
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.
