The Senior Triage Engineer handles challenging issues which are escalated from the Support organization. You will use logging and debugging tools in conjunction with your understanding of our SaaS microservice architecture to perform forensic analysis to determine the root cause. You'll reproduce issues, in order to point the development team toward solutions. You'll collaborate with the development organization, to distribute tasks to the optimal teams for resolution. You'll share your product improvement ideas and drive execution while helping to develop our quality discipline.
Responsibilities:

• Develop a deep understanding of a sophisticated SaaS architecture consisting of dozens of microservices
• Diagnose and organize resources to resolve complex cases escalated from Support
• Reproduce issues seen in the field to narrow down root cause
• Occasionally conference with customers to gather additional information and help them work through critical issues
• Make suggestions for how the team can function more efficiently
• Provide mentorship to more junior team members

Required Experience:

• 5+ years in a Support Level 2 or equivalent and higher, Site Reliability, Sustaining, or Implementation organization of B2B Enterprise Software (SaaS preferred, on-premise welcome)
• Basic multi-language code and script comprehension ability

What We Look For:

• Knowledge of data-driven development methodologies
• Passion and expertise working with engineering, product, and support teams
• Knowledge of current development strategies and trends across web and mobile platforms
• Familiarity with REST API, AWS, Kubernetes, OAuth2.0, Microservice Architecture Patterns
• Creative problem solving
• Evidence-based analysis skills
• Experience with the identity security industry, a plus

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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.