[Remote] Technical Support Engineer - TAM at SailPoint

Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Identity Management, TechnologyIndustries

Requirements

Bachelor’s degree (technical degree preferred)
2-4+ years of technical 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
Familiarity with IAM tools and technologies (SSO, MFA, Privileged Access Management)
Solid understanding of IAM concepts: provisioning, access control, lifecycle management, authentication
Hands-on experience with REST APIs
Knowledge of HCM systems (e.g., Workday, Oracle, SuccessFactors)
Experience with directories and directory services (e.g., Entra ID, Active Directory, LDAP)
Knowledge of technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, web and application servers
Database and Network troubleshooting expertise
Exposure to cloud platforms (Azure, AWS, GCP)

Responsibilities

Provide proactive guidance and best practices for SailPoint solutions based on customer needs and goals
Offer technical support for SailPoint products and services, troubleshooting issues and resolving technical problems
Conduct regular support ticket reviews to ensure prioritization and customer expectations are met
Facilitate visibility into SailPoint's product roadmap and assist with over-the-shoulder configuration help
Build strong relationships with customers, becoming a trusted advisor and partner
Drive customer adoption of SailPoint solutions and identify opportunities for expansion
Conduct business reviews with customer leadership to highlight success and areas for improvement
Coordinate with other SailPoint teams (Support, Engineering, Product Management) to ensure customer needs are addressed
Lead escalation responses for critical customer issues and ensure timely resolution
Provide feedback to Product Management based on customer needs and industry trends
Stay current with industry best practices and compliance standards related to Identity and Access Management

Skills

Key technologies and capabilities for this role

SailPointIdentity SecurityTechnical SupportTroubleshootingCustomer SuccessProduct AdoptionConfigurationSupport TicketsIAMBest Practices

Questions & Answers

Common questions about this position

What experience level is required for the Technical Support Engineer - TAM role?

The role requires 2-4+ years of technical product support experience, along with strong technical troubleshooting skills.

What education is needed for this position?

A Bachelor’s degree is required, with a technical degree preferred.

What is the company culture like at SailPoint?

SailPoint offers a fun culture with smart people, innovative work, work/life balance, and a reputation as a place where everyone wants to work.

What communication skills are important for this role?

Excellent verbal and written communication skills are required, with the ability to explain technical details clearly and concisely.

Is this a remote position or does it require office work?

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.

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