Customer Support Engineer at SailPoint

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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

  • 5+ years in one or more of the following areas:
  • Enterprise software support experience; preferably in enterprise security software, J2EE Application Server administration (ex: Tomcat, JBoss, WebSphere, WebLogic), Network administration
  • Database Administration on one or more of the following: Oracle, MSSQL, Sybase, 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.)

  • 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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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
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
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) 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
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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