Application Support Engineer

As the leader in Identity Security, SailPoint continues to grow globally.  And as we look to expand our global presence, we are always looking for talented minded individuals to help support these efforts.  We are a US based company, headquartered in Austin, Texas. SailPoint is not only the leader in the cloud enterprise space, our governance security solutions secure and enable thousands of companies worldwide. This would be a remote setting role based anywhere in the US.

This role is someone who works with customer-facing teams to prepare and maintain, solution-oriented demo systems. They are technical, knowledgeable of the product and domain, and willing to work cross-functionally across the organization to ensure the tools the field needs to demo are available, functional, and effective. This includes providing stable infrastructure and systems with the products, solid configuration within each, and a support mechanism in case something goes wrong.

Within 30 days:

You will participate in Identity Security Cloud (ISC) product training and partnering with a buddy on the team in the same region. You'll shadow other demo engineers and start taking simple tickets via ServiceNow. You will be able to navigate cross functional teams including engineering and DevOps.

Within 60 days:

You will start taking more difficult tickets independently while supporting the internal customers including sales engineering, education services, partners, developer ambassadors, professional services, and support.

Within 90 days:

You will become ISC product certified and taking all levels of tickets independently with a full workload. 

Responsibilities:

• Provide technical support for SailPoint Identity Security Cloud including all available integrations and internal automation tools that configure them

• Troubleshoot and resolve complex technical issues efficiently

• Build and maintain target demo systems

• Collaborate with cross-functional teams to ensure seamless application performance

• Document and maintain support processes and procedures

Requirements:

• Strong technical troubleshooting skills

• 2+ years of experience in supporting enterprise-grade SaaS applications

• 1+ years of experience troubleshooting Windows Server systems

• 1+ years of experience troubleshooting Linux systems

• Experience working with AWS EC2

• Experience with log analysis tools such as Splunk, ElasticSearch, or Sumo Logic

• Experience in identity and access management (IAM) is a plus

• Experience with SAP ERP and SAP HR systems is a plus

• Experience with ServiceNow configuration is a plus

• Excellent communication and interpersonal skills

• Ability to work independently and in a team environment

• Detail-oriented with a focus on maintaining good ticket hygiene and delivering high-quality support overall

If you are passionate about technology, possess exceptional problem-solving abilities, and thrive in a fast-paced environment, we encourage you to apply for the Application Support Engineer position. Join our dynamic team and contribute to the success of our cutting-edge SaaS applications!

#LI-AS1 #LI-REMOTE

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.