We are seeking a Senior Demo Engineer to join our global Demo Engineering team, serving as the lead escalation point for technical operations and demo environment tickets within the EMEA region. In this role, you will ensure the reliability, performance, and availability of demo environments used daily by Sales Engineers and field teams.
You will bring strong SaaS technical support experience alongside solid knowledge of cloud infrastructure, specifically AWS EC2 and AWS Systems Manager (SSM). You will be responsible for diagnosing complex issues, streamlining ticket escalations, maintaining system health, and enhancing demo platform automation.
Key ResponsibilitiesRegional Escalation & Technical Support- Serve as the primary senior technical contact and escalation point for all EMEA demo environment issues and support tickets.
- Perform deep technical triage, root-cause analysis, and rapid remediation for environment failures, configuration drift, and service interruptions.
- Partner closely with regional Sales Engineers (SEs) to provide timely ticket updates, operational guidance, and resolution SLAs.
- Manage, configure, and maintain virtual server infrastructure hosting demo environments primarily built on AWS EC2.
- Use AWS Systems Manager (SSM) for patch management, remote execution, parameter storage, and system maintenance across regional fleet instances.
- Monitor service health, application availability, and performance metrics to proactively prevent environment downtime.
- Oversee SaaS tenant configurations, API integration points, and identity provider setups required for live SE demonstrations.
- Maintain consistency and baseline stability across regional tenant environments.
- Identify opportunities to automate repetitive support tasks, environment provisioning, and health checks.
- Develop and maintain automated test scripts and orchestration playbooks to improve platform stability and setup efficiency.
- Experience: 5+ years of technical support, systems engineering, or demo engineering experience in SaaS or enterprise software environments.
- AWS Core Knowledge: Deep working experience with AWS EC2 instance management, networking basics (VPCs, Security Groups), and AMI maintenance.
- Systems Administration: Strong expertise in AWS Systems Manager (SSM) for fleet management, maintenance windows, and automation runbooks.
- SaaS Support Mastery: Proven track record in Tier 2/3 technical support, troubleshooting web applications, APIs, authentication mechanisms, and browser/client-side integrations.
- Problem-Solving & Escalation Ownership: Ability to independently manage high-priority technical escalations under tight deadlines while maintaining clear communication.
- Communication: Excellent verbal and written English communication skills to support cross-functional stakeholders across the EMEA region.
- Multi-Cloud Agent Platform Management: Experience building, deploying, or managing AI agents using platform-native services such as Amazon Bedrock Agents, Google Cloud Vertex AI Agent Builder (Gemini Enterprise Agent Platform), and Azure AI Foundry / Microsoft Copilot Studio.
- Test & Task Automation: Hands-on experience with end-to-end browser automation tools (e.g., Playwright, Selenium, or Cypress).
- Configuration Management: Experience with infrastructure-as-code or automation frameworks such as Ansible, Chef, Puppet, or Terraform.
- Scripting: Proficiency in Python, Bash, or PowerShell for operational automation.
- Domain Experience: Knowledge of Identity Governance and Administration (IGA), IAM, or enterprise security architectures.
- First 30 Days: Complete onboarding on the Demo Engineering architecture, gain access to core AWS environments, and shadow regional ticket workflows.
- First 60 Days: Take primary ownership of EMEA escalation tickets, managing triage through resolution while maintaining baseline SLA targets.
- First 90 Days: Identify key friction points in EMEA environment reliability and deliver at least one automation or tooling improvement.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
Skills Required
- 5+ years of technical support, systems engineering, or demo engineering experience in SaaS or enterprise software environments
- Deep working experience managing AWS EC2 instances, VPCs, Security Groups, and AMIs
- Strong expertise with AWS Systems Manager for fleet management, maintenance windows, and automation runbooks
- Experience providing Tier 2/3 technical support for web applications, APIs, authentication mechanisms, and browser or client-side integrations
- Ability to independently manage high-priority technical escalations under tight deadlines
- Excellent verbal and written English communication skills
- Experience with Amazon Bedrock Agents, Google Cloud Vertex AI Agent Builder, or Azure AI Foundry / Microsoft Copilot Studio
- Experience with Playwright, Selenium, or Cypress
- Experience with Ansible, Chef, Puppet, or Terraform
- Proficiency in Python, Bash, or PowerShell
- Knowledge of Identity Governance and Administration, IAM, or enterprise security architectures
SailPoint Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SailPoint and has not been reviewed or approved by SailPoint.
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Healthcare Strength — Coverage spans medical, dental, vision, and mental health, with FSA/HSA options and even pet insurance. The breadth and inclusion of wellness resources indicate a robust core health package.
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Leave & Time Off Breadth — Time off is generous, including flexible or unlimited vacation, paid holidays, sick leave, and volunteer time off. Generous parental leave and family medical leave further expand the time-away options.
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Retirement Support — A 401(k) plan with company matching is offered, complemented by income‑protection benefits such as disability and life insurance. These elements strengthen long‑term financial security for employees.
SailPoint Insights
What We Do
At SailPoint, we believe enterprise security must start with identity at the foundation. Today’s enterprise runs on a diverse workforce of not just human but also digital identities—and securing them all is critical. Through the lens of identity, SailPoint empowers organizations to seamlessly manage and secure access to applications and data at speed and scale. Our unified, intelligent, and extensible platform delivers identity-first security, helping enterprises defend against dynamic threats while driving productivity and transformation. Trusted by many of the world’s most complex organizations, SailPoint secures the modern enterprise.
Why Work With Us
Together, we’re redefining identity’s place in the security ecosystem. We love taking on new challenges that seem daunting to others. We hold ourselves to the highest standards and deliver upon our promises to our customers. We bring out the best in each other, and we’re having a lot of fun doing it.
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