SailPoint
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Cloud Support Engineer at SailPoint

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We minimize risk and maximize business growth by managing access to data and resources across your enterprise. We do it effectively and securely for every person who interacts with your organization-any user, on any device, anywhere in the world.
We were first to recognize that companies could benefit from an approach to identity that addresses both IT and business priorities. We developed a unique risk-based model and leveraged that approach for everything from compliance to user provisioning. Then we followed that with the industry's first solution for truly extending enterprise identity management to applications in the cloud.
Today, we offer comprehensive products that can handle enterprise IAM on-premises or as a cloud-based service. This gives you the freedom to choose the best solution for your current needs, while at the same time establishing a clear path for future growth.
The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint's Identity as a Service offering, IdentityNow. You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.
Responsibilities:
  • Effectively resolve or help resolve customer support issues.
  • Keep customers fully updated on the progress of their issues.
  • Support for the IdentityNow product in client environments.
  • Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
  • Works with clients post implementation for support concerns, including providing self-service resources.
  • Resolves or escalates cases, using our Salesforce Case Management System
  • Sales and POC Support

Requirements:
  • 5-7+ years of support experience
  • At least 2 years' working with a SaaS product / service
  • Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML
  • Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms
  • Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
  • Experience with Directories (LDAP, AD)
  • Network troubleshooting skills

Nice to have Skills:
  • Experience with SSO platforms
  • Experience with enterprise systems (SAP, PeopleSoft)
  • Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
  • Security software or internal IT audit experience
  • Knowledge of programming languages such as Java, .NET or C++

Position is based in Austin, TX and requires no travel
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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What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
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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