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

Support Engineer

| Austin
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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.
  • 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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Where we are

11120 Four Points Drive, Austin, TX 78726

Technology we use

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

What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

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.
Friends outside of work
Eat lunch together
Intracompany committees
Team members on our ALL IN and Culture Crew committees develop and manage events that bring employees together socially and for the benefit of society.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
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.
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.
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
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
When possible, SailPoint brings crew together for summer camps, quarterly meetings and other team-based events.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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