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.
Responsibilities:

• 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
• Position is 100% Remote

Required (candidates must have this experience):

• 1+ years enterprise software support experience; preferably in enterprise security software
• Experience with one or more J2EE Application Servers (ex: Tomcat, JBoss, WebSphere, WebLogic)
• Experience with Database Administration on or more of the following: Oracle, Sybase, MSSQL, 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.)

Preferred (candidates may have this experience):

• 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.