Senior Technical Support Engineer at SailPoint

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Security, Identity ManagementIndustries

Requirements

5-7+ years of professional software support experience; preferably within enterprise security software product companies
Proven track record of proactive troubleshooting techniques; effective use of all available resources, including documentation, online sources, testing, 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
Experience with REST APIs, SAML, SCIM, and cloud infrastructure (AWS, Azure)
Excellent written and verbal communication skills
Proven ability to listen and empathise 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

Responsibilities

Provide technical support to SailPoint customers and field personnel through various channels, including telephone, email, Teams, and GoToMeeting
Troubleshoot and resolve technical issues reported by our customers
Escalate complex problems to Level 2 Support promptly, with relevant details documented
Record solutions in the company's knowledge base
Collaborate with Sales, Marketing, and Engineering to enhance product service, design, and quality
Explain technical concepts clearly
Carefully document case progress and technical details throughout the support process
Offer 24/7 on-call support on a rotational basis
Attend regular support review meetings, presenting challenging cases and new ideas to the support team
Demonstrate empathy, responsiveness, technical skills, and attention to detail to impress our customers
Work with internal teams (Engineering, DevOps, TAMs, CSMs) to resolve escalated cases

Skills

Key technologies and capabilities for this role

OracleSybaseMSSQLDB2MySQLWindowsUnixLinuxXMLJavaScriptTomcatJBossWebSphereWebLogicREST APIsSAMLSCIMAWSAzure

Questions & Answers

Common questions about this position

What experience level is required for this Senior Technical Support Engineer role?

Candidates must have 5-7+ years of professional software support experience, preferably within enterprise security software product companies.

What are the key technical skills required for this position?

Required skills include experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL), Windows and Unix platforms, XML and JavaScript, J2EE/Java EE application servers like Tomcat or JBoss, and REST APIs, SAML, SCIM, plus cloud infrastructure (AWS, Azure).

Is there a salary or compensation range mentioned for this role?

This information is not specified in the job description.

What is the work arrangement or location policy for this position?

This information is not specified in the job description.

What soft skills are emphasized for strong candidates?

Excellent written and verbal communication skills, proven ability to listen and empathize with clients, and a willingness to improve yourself and team members in relevant technologies are required.

SailPoint

Provides identity security solutions for enterprises

About SailPoint

SailPoint provides identity security solutions that help organizations manage and protect digital identities. Its main products, including IdentityIQ, IdentityNow, and File Access Manager, assist businesses in ensuring compliance with regulations, reducing risks, and controlling access to sensitive information. These products work by giving organizations visibility into who has access to what data, allowing them to manage permissions effectively. SailPoint stands out from competitors by utilizing advanced technologies like artificial intelligence and machine learning to enhance its identity governance capabilities. The company's goal is to be a trusted partner for enterprises in navigating the complexities of identity security, ensuring that they can securely manage access to their critical information.

Austin, TexasHeadquarters

2004Year Founded

$20.7MTotal Funding

IPOCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Risks

Emerging identity management startups increase competition, potentially eroding market share.

Rapid technological changes may outpace SailPoint's innovation, risking solution obsolescence.

Integration challenges with acquisitions like SecZetta may disrupt services or misalign strategies.

Differentiation

SailPoint specializes in managing and securing digital identities for enterprises.

The company leverages AI and machine learning to enhance identity security solutions.

SailPoint's IdentityIQ provides visibility and control over user access.

Upsides

Growing demand for remote work security boosts SailPoint's remote access management features.

Rising adoption of AI-driven identity analytics aligns with SailPoint's AI capabilities.

Increased regulatory requirements drive demand for SailPoint's identity governance solutions.

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