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SailPoint
SailPoint is the leader in identity security for the modern enterprise.
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Jobs//Hybrid//Cybersecurity + IT//

Support Engineer

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The Customer Support Engineer 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 and Engineering.
Responsibilities:

  • Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, screen sharing
  • Troubleshoot and resolve technical issues reported by our customers
  • Escalate complex issues in a timely manner with appropriate details
  • Document solutions in company knowledge base
  • Interface with Sales, Services, Marketing, and Engineering to improve product service, design, and quality
  • Present technical concepts in a clear manner
  • Meticulously document progress and technical details throughout the issue lifecycle
  • Provide 24x7 on-call support via rotation schedule
  • Collaborate in recurring support review meetings, presenting issues and new ideas to the support team
  • Impress our customers with your empathy, responsiveness, technical ability and attention to detail
  • Position is 100% Remote


Required (candidates must have this experience):

  • 1+ years enterprise software support experience; preferably in enterprise security software
  • Experience with one or more J2EE Application Servers (ex: Tomcat, JBoss, WebSphere, WebLogic)
  • Experience with Database Administration on or more of the following: Oracle, Sybase, MSSQL, DB2, MySQL
  • Experience with creating and troubleshooting XML and JavaScript
  • Experience with either of the following operating systems: Microsoft Windows or Linux
  • Excellent written and verbal communication skills
  • Strong troubleshooting skills; 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 work well in team settings and collaborate across teams (ex: Account Management, Engineering, Professional Services, etc.)


Preferred (candidates may have this experience):

  • Software Engineering, QA or Build experience with object-oriented language (ex: Beanshell, Java, Ant)
  • Experience troubleshooting Java servlets in an enterprise environment
  • Experience with identity management provisioning systems (ex: Active Directory, Azure AD, SAP, ServiceNow, Workday)
  • Mainframe experience with JCL, SMP/E, and mainframe security products (ex: CA-ACF2, CA-TSS, RACF)
  • Log4j / Log4j2 configuration experience
  • Troubleshooting browser issues (ex: Curl, HTTP traces, HAR files, Postman)
  • Experience with web technologies (ex: JSF, REST, SAML, SCIM, SPML/SOAP, XHTML)
  • Experience with Role-Based Access Control (RBAC)
  • Networking experience (ex: DNS, Firewall, Load Balancers)
  • Think creatively, not allowing a brick wall to stop you


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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Laurie Evans
SVP, Digital Sales
A FOCUS ON BELONGING
Building the foundation for success
“It’s important to build the right leadership team to motivate and inspire an organization of sellers,” Laurie Evans said. Evans leads the digital sales organization of more than 120 team members who assist customers throughout the buying journey. To cultivate an environment where everyone can be successful, she prioritizes building a diverse, equitable and inclusive culture. “One of the first things I championed was a culture committee. This cross-sectional team coordinates awards, recognitions and fun events to ensure every person feels a sense of belonging, excitement and celebration.”
“It’s important to build the right leadership team to motivate and inspire an organization of sellers,” Laurie Evans said. Evans leads the digital sales organization of more than 120 team members who assist customers throughout the buying journey. To cultivate an environment where everyone can be successful, she prioritizes building a diverse, equitable and inclusive culture. “One of the first things I championed was a culture committee. This cross-sectional team coordinates awards, recognitions and fun events to ensure every person feels a sense of belonging, excitement and celebration.”
I find the greatest honor in leading everyone to success and helping build careers.
Loren Veyrheden
Manager, Engineering
TAKING THE LEAD
Everyone has opportunities to grow
Loren Veyrheden mentors each of her engineering team members to help guide their professional development. She explained that understanding their goals “allows me to be creative in how I come up with opportunities for people.” Her team is always connected and ready to jump in when a peer needs help. And to make sure everyone has the opportunity to grow their leadership skills, Veyrheden said team members “take turns leading our Agile ceremony meetings to practice communication skills, facilitating meetings, driving decisions and leading through ambiguity.”
Loren Veyrheden mentors each of her engineering team members to help guide their professional development. She explained that understanding their goals “allows me to be creative in how I come up with opportunities for people.” Her team is always connected and ready to jump in when a peer needs help. And to make sure everyone has the opportunity to grow their leadership skills, Veyrheden said team members “take turns leading our Agile ceremony meetings to practice communication skills, facilitating meetings, driving decisions and leading through ambiguity.”
Everyone is extremely supportive and ready to try new things that might improve how we work.
Ross Shwarts
Manager, Professional Services
CONNECTING ACROSS TEAMS
Sharing our personal and professional selves
Understanding the importance of connections, Ross Shwarts sets up weekly one-to-ones with his direct reports. “Sometimes we talk about work; sometimes we talk about ridiculous things our kids do. This time together helps me understand what is important to them personally and professionally.” To ensure his team members feel valued and heard, they regularly spend time as a group to work through problems. And when an occasional project requires long hours to complete, it doesn’t go unnoticed. “My boss will help me close out the project, then tell me to take some time to go do something fun.”
Understanding the importance of connections, Ross Shwarts sets up weekly one-to-ones with his direct reports. “Sometimes we talk about work; sometimes we talk about ridiculous things our kids do. This time together helps me understand what is important to them personally and professionally.” To ensure his team members feel valued and heard, they regularly spend time as a group to work through problems. And when an occasional project requires long hours to complete, it doesn’t go unnoticed. “My boss will help me close out the project, then tell me to take some time to go do something fun.”
SailPoint has always enabled me to work flexible hours during weeks when I need to watch my kids or deal with things like a snowpocalypse.

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
View full list of perks + benefits
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