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Senior Support Engineer

| Austin

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

 

 

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.

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

11120 Four Points Drive, Austin, TX 78726

What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Annually.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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