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SailPoint
SailPoint is the leader in identity security for the modern enterprise.
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Technical Account Manager

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  • The SailPoint Technical Account Manager (TAM) provides the best possible customer service to the company’s most important customers.  They bring deep knowledge of SailPoint’s products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance.  The TAM is an elite role in SailPoint’s customer support organization, with advanced technical, problem solving, account management, and customer interaction skills.  To that end, TAMs support a small set of customers, typically 4 to 6.  This senior role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations.  As the senior members of the customer support organization, TAMs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.

     

    Role

    • Serves as main point of contact for technical support issues.
    • Works closely with the Designated Senior Support team focused on customer’s tickets.
    • Leads escalation responses.
    • Drives elimination of any customer or internal bottlenecks impeding problem resolution.
    • Provides proactive guidance and encourage adoption and assist in deployment of new product releases.
    • Manages the status and internal/external communication of Support tickets
    • Collaborates with support management to orchestrate support response beyond the TAMs direct capability.
    • Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery.
    • Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.

     

    Requirements

    • 5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies.
    • Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals.
    • Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL).
    • Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
    • Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic.
    • Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j.
    • Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus.
    • Excellent written and verbal communication skills.  Proven ability to listen and empathize with the customer’s situation.  An understanding of when to employ different interpersonal interaction techniques depending on the situation.

     

    Education:

    • BA/BS or equivalent experience.
    • CS or Engineering degree a plus.

     

    Travel:

    • Position is based in Austin, TX

     

     

    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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