L3 Technical Product Support and Services Engineer

About SailPoint

Employment Type: Full time

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.

Why SailPoint? Love what you do. And love where you do it. Smart people, fun culture, innovative work, work/life balance — oh, and everyone’s really nice. That’s what people say about SailPoint. We’re known as the company where everyone wants to work, and we have the awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact.

SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, and pharmaceutical organizations and more.

SailPoint's Support team plays a crucial role in providing high level Support to our Customers most complex issues as they arise. Be part on an important role in post implementation support of SailPoint’s Identity as a Service offering, Identity Security Cloud (ISC). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues, along with ensuring that services are provided and implemented correctly, and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.

Who You Are

A Technical Product Support and Services Engineer is a self-directed, highly motivated, and experienced individual who thrives when collaborating within a Support and Services oriented organization. You have significant experience building and maintaining professional relationships, and you are comfortable communicating with people at all organizational levels. You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues, customizations and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction. You have exceptional technical, communication, organizational, and problem-solving abilities that you use to balance customer, team and individual need while contributing to a positive work environment. You are an exceptional multitasker, able to meet and manage moving deadlines, gauge risks, and creatively resolve unexpected issues. By leveraging your extensive experience and motivation for success, you enjoy identifying growth areas, evaluating best practices, and presenting solutions to everyday problems.

Responsibilities

This position is with the SailPoint Support and Services team in Mexico, as part of our global Support organization, and is responsible for internal and external customer satisfaction. As a Technical Product Support and Services Engineer you will support a customer’s journey by managing the strategic accounts to deliver SailPoint’s solutions and making sure they are fully supported throughout. You will combine your experience with our world-class product and process training to gain a deep understanding of our SaaS delivery practices.

You will:

• 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 custo