Technical Account Manager at SailPoint

Austin, Texas, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, CybersecurityIndustries

Requirements

5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies
Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals
Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner
Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL)
Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms
Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic
Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j
Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus
Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer’s situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation
Education: BA/BS or equivalent experience. CS or Engineering degree a plus

Responsibilities

Serves as main point of contact for technical support issues
Works closely with the Designated Senior Support team focused on customer’s tickets
Leads escalation responses
Drives elimination of any customer or internal bottlenecks impeding problem resolution
Provides proactive guidance and encourage adoption and assist in deployment of new product releases
Manages the status and internal/external communication of Support tickets
Collaborates with support management to orchestrate support response beyond the TAMs direct capability
Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery
Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs
Mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills

Skills

Key technologies and capabilities for this role

SailPointTechnical SupportAccount ManagementCustomer SuccessProblem SolvingEscalation ManagementProduct DeploymentTicket ManagementMentoringIdentity Management

Questions & Answers

Common questions about this position

What experience level is required for the Technical Account Manager role?

The role requires 5+ years of software support experience, including customer-facing technical support, preferably in enterprise security software product companies.

What technical skills are needed for this position?

Required skills include experience with Database Administration (Oracle, Sybase, MSSQL, MySQL), Windows and Unix platforms, XML, SQL, J2EE/Java EE 5 Application Servers like Tomcat or WebSphere, and familiarity with Java/BeanShell, JavaScript, SPML/SOAP, JSF, Log4j, and identity management provisioning systems.

How many customers does a Technical Account Manager typically support?

TAMs support a small set of customers, typically 4 to 6.

What are the main responsibilities of the Technical Account Manager?

Responsibilities include serving as the main point of contact for technical support issues, leading escalations, providing proactive guidance on new product releases, managing ticket status and communications, collaborating with other teams, and conducting service reviews.

Is the salary or compensation specified for this role?

This information is not specified in the job description.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free