SailPoint Support Engineer

KeyData Cyber

1d•Remote

About The Position

At KeyData Cyber, we’re shaping the future of identity security. Recognized by Gartner and KuppingerCole as a leading IAM professional services firm, we specialize exclusively in designing, deploying, and managing end-to-end Identity and Access Management programs for organizations across North America. With 20 years of experience, 50M+ identities managed, and 1,000+ successful deployments, our team is our strongest asset and is built by design to help clients protect critical infrastructure, enable digital transformation, and ensure compliance with confidence. We deliver comprehensive solutions across IAM domains, including: Workforce IAM (Access Management, Identity Governance and Administration, Privileged Access Management) and Consumer IAM (Identity Verification, Authentication and Access, Threat Detection) in highly regulated industries. If you’re ready to grow your career alongside some of the industry’s best, come join us — you’re key to our success. We are currently looking to hire a SailPoint IIQ Support Engineer to join KeyData Cyber's Managed Services team who will step in and own our largest and most important customer issues in addition to providing level two support to our other support teams. In this role, you will be a part of a global team that provides 24x7 support to help customers with their IAM Program. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You'll troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Managed Services teams are focused and dedicated to the customers, and you will help drive the success of the IAM program by understanding and advocating for our customers’ issues. This role requires you to work in a shift pattern or non-standard work hours as required depending on the project's needs. This may include weekend work. About Our team: The KeyData Cyber's Next-Gen Managed Services accelerates customers’ ability to digitally transform their business with world-class IAM technology products, infrastructure, and expertise. Our team (Identity Rockstars) is dedicated to helping our customers — small and large businesses, educational institutions, and government agencies — see the benefits of our services come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape their Identity Program for the future. If you're passionate about working in an environment where you can experience accelerated growth, development, and a high impact, this role could be for you!

Requirements

Bachelor’s degree in computer science, Information Technology, or related field.
5+ years of proven experience as a level 2 or 3 SailPoint IIQ Admin
Strong understanding of ITIL processes and their application in Identity and Access Management.
Ability to troubleshoot and resolve complex production issues efficiently.
Demonstrated experience in the development of plugins or connectors for SailPoint IIQ.
Knowledge of Unix/Linux basic administration/commands, and Tomcat 9.0.
Experience in ITIL Framework
Excellent communication and collaboration skills.

Nice To Haves

Certified SailPoint Identity IQ Professional.
Experience in managing the overall operations of SailPoint Identity IQ.
Experience with scripting languages (e.g., Java, Bean Shell, PowerShell)

Responsibilities

Manage SailPoint Identity IQ Platform, including aggregation, provisioning, access request, role management, user lifecycle management, connectors, and plugins.
Manage incidents & and problems related to SailPoint through effective diagnosis, resolution, or implementation of new enhancements to decrease the number of re-occurring issues.
Collaborate with cross-functional teams; including connected applications and infrastructure teams to jointly troubleshoot the issues and resolve it in a timely manner.
Proactively identify and resolve production issues related to SailPoint IIQ, ensuring minimal impact on business operations and conducting root cause analysis.
Respond promptly to critical incidents and participate in on-call rotations as required.
Manage escalations of technical issues from service managers and Tier I support, and partner with Architects and professional services team to resolve the issues and integration challenges.
Design, develop, and implement custom plugins and connectors in SailPoint IIQ to onboard new applications.
Enhance and customize existing connectors to optimize performance and functionality.