2 weeks ago
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.