Associate Lead Technical Support Engineer, based in Pune

This position (part of our Technical Support Team) works directly with Customer and SailPoint field personnel to identify, troubleshoot, and resolve technical problems directly or in conjunction with our engineering teams. 

Job Description 

Responsibilities: 

• As a Lead Technical Support Engineer / Associate Lead Technical Support Engineer, you will be pivotal in leading and mentoring a team of technical support engineers while providing advanced technical support to customers.  

• As a Lead, you will oversee support operations, ensure high-quality service delivery, and resolve complex technical issues. 

• Provide advanced technical support to SailPoint customers and field personnel via multiple channels, including ticketing system, telephone, email and remote access. 

• Act as a primary point of contact for support and escalation management to assist with resolving product issues from high-priority clients and providing timely solutions.  

• Proven ability to lead and motivate a team, fostering a collaborative and high-performance culture. 

• Oversee major incident collaboration and manage incident response for cloud/on-prem environments. 

• Troubleshoot and resolve complex technical problems reported by our customers. 

• Work closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues. 

• Deliver product fixes and patches to customers. 

• Document problem solutions in the company knowledge base. 

• Collaborate with Sales, Marketing, and Engineering to improve product service, design, and quality. 

• Ability to present technical concepts in detail. 

• Meticulously document case progress and technical details throughout the support case lifecycle. 

• Provide 24x7 on-call support via the rotational schedule. 

• Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team. 

• Impress our customers with empathy, responsiveness, technical ability and attention to detail. 

Requirements: 

• 10+ years of professional software support experience, preferably in enterprise security software/SaaS product companies. 

• Develop and maintain deep technical knowledge of the company's products and services. 

• To have a Proven track record of aggressive troubleshooting techniques, effective use of all available resources, including documentation, online sources, testing and experimentation, and the knowledge of other technical professionals. 

• Knowledge of cloud platforms (e.g., AWS, Azure) and security protocols (e.g., SAML, OAuth). 

• Experience with some of the following web technologies: JavaScript, XML, SAML, SPML/SOAP, Web and Application Servers, HTML, REST API, JSON 

• Experience with Database Administration (Oracle, MS-SQL, MySQL). 

• Experience on Windows and Unix (Linux, Sun, HP, AIX) OS platforms. 

• Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic. 

• Excellent written and verbal communication skills. With experience communicating with international clients.  

• 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. 

• Willingness to work in rotational shifts. (70% EMEA, 30% AMS hours in a year) 

Nice to have Skills:  

• Experience with identity management applications IDM/IAM from vendors like SailPoint, Oracle, IBM, etc. 

• Proficiency in identity and access management solutions/applications from vendors such as SailPoint, Oracle, IBM, and Okta.  

• Software development experience with an object-oriented language 

• Experience with Microsoft Active Directory, Exchange and SharePoint 

• Experience developing or troubleshooting Java applications in an enterprise environment. 

• Ability to think creatively when troubleshooting and not allowing a brick wall to stop you. 

• Log4j or other logging system configuration experience for Java based applications. 

• .Net error troubleshooting. 

• Browser compatibility testing on multiple OS platforms. 

• Java, Ant and software build-related technologies. 

• Networking knowledge and exposure to application server clusters.