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 L3 Support.

Responsibilities:
• Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, screen sharing
• Troubleshoot and resolve technical problems reported by our customers
• Escalate complex issues to Level 3 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):

• 5+ years professional software support experience; preferably in enterprise security software product companies

• Experience and proficiency with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL) 
•  Experience with Window Servers Operating Systems, Linux a plus
•  Excellent written and verbal communication skills
•  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
• 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
•  Independent, highly-motivated self-learner
•  Ability to prioritize, progress and resolve high priority issues with multiple customers simultaneously
•  Must be able to work well in team setting and collaborate across teams (Account Management, Engineering, Professional Services, etc.)

Preferred (candidates may have this experience):
•  Some software development experience with an object-oriented language
•  Experience troubleshooting C# applications in an enterprise environment
•  Ability to think creatively when troubleshooting and not allowing a brick wall to stop you
•  Logging system configuration experience
•  Browser compatibility testing
•  Networking knowledge and exposure to application server clusters
•  Familiarity with user ACLs security is highly desirable
•  API Testing, familiarity with API calls
•  Strong System and IT infrastructure background, and proven experience with operating systems and Microsoft infrastructure (Active Directory/SharePoint/Exchange) 
•  Storage subsystems and File Servers knowledge (Windows
•  Elastic search and Full-Text Indexing experience 

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.