Senior Cloud Support Engineer

SailPoint•Austin, TX

12d

About The Position

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve technical problems directly or in conjunction with our level 2 team.

Requirements

1+ years professional software support experience; preferably in enterprise security software product companies.
Proven track record of aggressive troubleshooting techniques; effective use of all resources available including documentation, online sources, testing and experimentation, and the knowledge of other technical professionals.
Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
Experience with creating or troubleshooting XML and JavaScript.
Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.
Excellent written and verbal communication skills.
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.

Nice To Haves

Some software development experience with an object-oriented language
Experience troubleshooting Java applications in an enterprise environment.
Ability to think creatively when troubleshooting and not allowing a brick wall to stop you.
Log4j or other logging system configuration experience.
Browser compatibility testing.
Version control systems such as Subversion (SVN).
Java, Ant and software build-related technologies.
Experience with web technologies such as XHTML, JSF, SPML/SOAP.
Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell.
Networking knowledge and exposure to application server clusters.

Responsibilities

Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting.
Troubleshoot and resolve technical problems reported by our customers.
Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
Document problem solutions in company knowledge base.
Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.
Present technical concepts in a clear manner.
Meticulously document case progress and technical details throughout the support case lifecycle.
Provide 24x7 on-call support via rotation schedule.
Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team.
Impress our customers with your empathy, responsiveness, technical ability and attention to detail.

Benefits

Health and wellness coverage: Medical, dental, and vision insurance
Disability coverage: Short-term and long-term disability
Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
Additional life coverage options: Supplemental life insurance for employees, spouses, and children
Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
Financial security: 401(k) Savings and Investment Plan with company matching
Time off benefits: Flexible vacation policy
Holidays: 8 paid holidays annually
Sick leave
Parental support: Paid parental leave
Employee Assistance Program (EAP) and Care Counselors
Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
Health Savings Account (HSA) with employer contribution