Senior Software Triage Engineer (Senior Application Support Engineer)

Employment Type: Full-time

Position Overview

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.

A career in Triage Engineering at SailPoint offers rich technical challenges and opportunities to work closely with engineering and product teams to ensure system reliability and customer success. If you thrive in a fast-paced, problem-solving environment, we’d love to have you on our team!

As a Triage Engineer, you will be the first line of defense for complex technical issues escalated from Support Level 1 & 2 teams. Your role is to diagnose, reproduce, and drive resolutions for challenging problems in a SaaS-based microservices architecture. You will collaborate with engineering, product, and DevOps teams to improve the stability and performance of our cloud platform.

Responsibilities

• Handle an 8am to 8pm US CST on-call rotation every 7 weeks.
• Develop a deep technical understanding of SailPoint’s Identity Security Cloud and its microservices-based architecture.
• Investigate and triage complex customer-reported issues by analyzing logs, debugging, and reproducing errors.
• Work closely with Support, Engineering, and DevOps teams to escalate and resolve critical incidents efficiently.
• Collaborate with Support to gather additional information and guide them through issue resolution.
• Contribute to root cause identification and help implement long-term fixes.
• Suggest process improvements to enhance troubleshooting efficiency.
• Maintain and enhance knowledge base documentation to improve internal and customer-facing support resources.

Requirements

• 5+ years in a Support Level 2/3 or equivalent and higher, Site Reliability, Sustaining, or Implementation organization of B2B Enterprise Software (SaaS preferred, on-premise welcome).
• Basic object-oriented code and script comprehension in Java, Python, Ruby or other relevant language.

What We Look For

• Experience working with ticketing systems.
• Strong understanding of microservices architecture and debugging distributed systems.
• Passion and expertise working with engineering, product, and support teams.
• Knowledge of current development strategies and trends across web and mobile platforms.
• Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice Architecture Patterns.
• Experience with log analysis and debugging tools (e.g., Kibana (ELK Stack), Splunk, or similar).
• Strong problem-solving and analytical skills with a focus on evidence-based debugging.
• Excellent communication skills and ability to collaborate effectively across teams.
• Experience with the identity security industry, a plus.

30/60/90-Day Goals for Senior Software Triage Engineer (Senior Application Support Engineer)

Within the First Month (0-30 Days)

• Onboard into the role, gaining familiarity with SailPoint’s Identity Security Cloud and microservices-based architecture.
• Set up your local development and test environment, ensuring access to all necessary tools and repositories.
• Attend onboarding sessions to understand internal processes, team structure, and product offerings.
• Shadow senior engineers to learn triage workflows and issue resolution processes.
• Review documentation, codebases, and system architectures to build foundational backend knowledge.
• Gain hands-on experience with monitoring tools, logs, and debugging methodologies.

Within 3 Months (30-90 Days)

• Develop a strong understanding of product...