Cloud Support Engineer

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: 

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

• 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. 

• Clearly present technical concepts. 

• 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: 

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

• 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. 

• 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 empathize 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. 

• 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.