Technical Product Support Engineer

Be a key member of the SailPoint Services and Support team and provide first class post-sales support to SailPoint’s customers.

Assist the Support and Services Manager and work with other regional Support Engineers, Technical Account Mangers, and Escalation Managers to plan for expected growth and meeting the needs of the business.

Participate in open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Assist in reviewing goals and team metrics and take appropriate action to ensure results are achieved or items addressed.

Promptly manage any case escalations from customers or Customer Success Managers, set appropriate expectations with all parties and provide any necessary updates.

Manage and proactively improve the customer experience, form initial contact to final case resolution.

Work with the internal functions including Sales, Product Management, Engineering and other Service functions.

Effectively resolve or help resolve customer support issues.

Keep customers fully updated on the progress of their issues.

Support for the Identity Security Cloud product in client environments.

Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.

Works with clients pre- and post implementation for support concerns, including providing self-service resources.

Resolve or escalate cases, using our ISC Case Management System.

Analyzing and developing Identity Security Cloud scripts using various programming languages.

3-5+ years of information technology/product support experience.

Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve issues.

Excellent communication skills, both verbal and written, with the ability to communicate technical details in a clear, concise, understandable manner.

Experience or relevant technical experience within Information Security, Identity Access Management, or System Administration.

Familiarity with common IAM tools and technologies (SSO, MFA, Privileged Access Management).

Broad understanding of IAM concepts, such as provisioning, access control, lifecycle management, and authentication.

Working knowledge and deep experience working with REST API’s.

Experience with HCM Systems (Examples: Workday, Oracle, SuccessFactors, etc.).

Experience setting up and installing software on both Windows and Linux Platforms.

Experience with Directories and Directory Services (Examples: Entra, Active Directory, LDAP.).

Experience with the following technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, Web and Application Servers.

Knowledge of programming and scripting languages (Examples: Java, .NET or C++, Shell, PowerShell).

Security software or internal IT audit experience.

Network troubleshooting skills.

Experience with ServiceNow implementation.

Experience with SSO/SAML platforms.

Experience with cloud technologies, such as Azure, AWS, GCP.

Experience with enterprise systems (Examples: SAP, Oracle, PeopleSoft).

Experience with Databases (Examples: Oracle, Sybase, MSSQL, MySQL).

Experience managing and troubleshooting TLS certificates.

Experience with automation tools (Examples: Microsoft Power Automate or Okta Workflows).

Understanding of KCS (Knowledge Centered Service) and creating knowledge base articles.

Onboard into the role, gaining familiarity with SailPoint’s Identity Security Cloud and microservices-based architecture.

Set up your local test environment, ensuring access to all necessary tools and repositories.

Attend onboarding sessions to understand internal processes, team structure, and product offerings.

Gain hands-on experience with monitoring tools, logs, and debugging methodologies.

Shadow senior engineers to learn support workflows and issue resolution processes and documentation standards.

You will be shadowing tickets and working on simple issues with 4-5 tickets weekly.

You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (ES).

Develop a strong understanding of product architecture, terminologies, and debugging processes.

Actively participate in weekly stand-ups with the support team to share technical knowledge and contributions to improve the team collaboration.

Collaborate with cross-functional teams (Development, Support, DevOps) to resolve customer-impacting issues efficiently.

Document recurring issues and solutions to improve internal knowledge sharing.

You will take full ownership of end-to-end issue resolution and implementing fixes and ramp up to 25 tickets per quarter.

Responsible for engagement scoping, client communication, internal team management, escalation support, and overall service delivery for your portfolio.

Participate in on-call rotations to handle escalations and critical production issues.

Identify and suggest improvements in monitoring, logging, and alerting mechanisms.

Enhance debugging and troubleshooting efficiency by automating recurring tasks where possible.

Within 1 year you will be able to manage 100 tickets per year and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.

You will be able to manage 100 tickets per year and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.

You will combine the skills you have acquired to oversee your team who managers the full scope of customer engagements, both Support and Services, and you will demonstrate that you are a trusted advisors to customers, peers, and leaders to your team members, responsible for ensuring their professional growth and helping them establish and achieve their goals.