Escalation Manager, IdentityNow
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Job Description
This position is responsible for working directly with teams across the SaaS business unit and the customer to define, communicate, & help manage resolution of technical problems in conjunction with our Cloud Support Engineers. The goal is to manage escalations & coverage as if each were its own project.
Responsibilities:
- Impress our customers with your empathy, responsiveness, ability to clearly communicate technical situations, and attention to detail.
- Facilitate troubleshooting conversations between customers and SailPoint personnel across the business via multiple channels, including: telephone, email, and WebEx.
- Drive internal awareness and responsiveness around escalations to ensure our customers are kept abreast of developments, timelines, and next steps.
- Document problem definition, resolution, and postmortem artifacts.
- Coordinate 24x7 on-call support via rotation schedule.
- Meticulously document case progress and technical details throughout the support case lifecycle.
- Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team.
- Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.
- Manage support software & tools to continuously improve service delivery.
Required (candidates must have this experience):
- 3+ 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 on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
- 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.
Preferred (candidates may have this experience):
- Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
- Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell.
- Experience with some of the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML, REST API, JSON
- Experience with SSO platforms: ADFS, Shibboleth, PingFederate,
- Experience with Directories (LDAP, AD)
- Network troubleshooting skills.
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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