SailPoint
SailPoint is the leader in identity security for the modern enterprise.
Austin, TX
Remote
Hybrid

Cloud Support Engineer

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We minimize risk and maximize business growth by managing access to data and resources across your enterprise. We do it effectively and securely for every person who interacts with your organization-any user, on any device, anywhere in the world.
We were first to recognize that companies could benefit from an approach to identity that addresses both IT and business priorities. We developed a unique risk-based model and leveraged that approach for everything from compliance to user provisioning. Then we followed that with the industry's first solution for truly extending enterprise identity management to applications in the cloud.
Today, we offer comprehensive products that can handle enterprise IAM on-premises or as a cloud-based service. This gives you the freedom to choose the best solution for your current needs, while at the same time establishing a clear path for future growth.
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. 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 works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.
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.
  • Resolves or escalates cases, using our Salesforce Case Management System
  • Sales and POC Support


Requirements:

  • 5-7+ 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
  • Knowledge of programming languages such as Java, .NET or C++


Position is based in Austin, TX and requires no travel
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.

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What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Our crew members value working for an organization that prioritizes giving back to the community, and we have engaged in many community initiatives over the past year.
Partners with nonprofits
In the past year alone we have supported many notable organizations, including Code2College, nonPareil, Black Girls Code, Foundation Communities, and HealthCode.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
SailPoint's hybrid work environment reinforces the flexibility that has existed within our culture for many years.
Remote work program
As an organization that values impact over activity, we encourage crew members to manage their work schedules so they can be at their most effective within parameters established by their teams.
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Diversity employee resource groups
Slack is how we come together as a global team, and we have offer several Employee Resource Group channels where we celebrate our differences and encourage sharing and connection.
Hiring practices that promote diversity
We prioritize hiring practices that promote diversity. This year, for example, we launched SAIL-U to help grow our team in partnership with HBCUs and historically LatinX colleges and universities.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
SailPoint offers generous parental leave with the primary caregiver being able to take 80 fully-paid business days. Secondary caregivers can take 20 fully-paid business days.
Family medical leave
Company sponsored family events
SailPoint's crew love to celebrate together, whether at a family-friendly summer BBQ or Halloween party, or while volunteering and giving back to our local communities.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Company-sponsored outings
When possible, SailPoint brings crew together for summer camps, quarterly meetings and other team-based events.
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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