Senior Triage Engineer

• Develop a deep technical understanding of SailPoint’s Identity Security Cloud and its microservices-based architecture.
• Investigate and triage complex customer-reported issues by analyzing logs,
• debugging, and reproducing errors.
• Work closely with Support, Engineering, and DevOps teams to escalate and resolve critical incidents efficiently.
• Collaborate with Support to gather additional information and guide them through issue resolution.
• Contribute to root cause identification and help implement long-term fixes.
• Suggest process improvements to enhance troubleshooting efficiency.
• Maintain and enhance knowledge base documentation to improve internal and customer-facing support resources.

• 3+ years in a Support Level 2/ 3 or equivalent and higher, Site Reliability, Sustaining, or Implementation organization of B2B Enterprise Software (SaaS preferred, on-premise welcome).
• Basic object-oriented code and script comprehension in Java, Python, Ruby or other relevant language.

What We Look For:

• Strong understanding of microservices architecture and debugging distributed systems.
• Passion and expertise working with engineering, product, and support teams.

• Knowledge of current development strategies and trends across web and mobile

• Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice

• Experience with log analysis and debugging tools (e.g., Kibana (ELK Stack),

• Strong problem-solving and analytical skills with a focus on evidence-based

• Excellent communication skills and ability to collaborate effectively across teams.
• Experience with the identity security industry, a plus.

• Onboard into the role, gaining familiarity with SailPoint’s Identity Security Cloud

• Set up your local development and test environment, ensuring access to all

• Attend onboarding sessions to understand internal processes, team structure,

• Shadow senior engineers to learn triage workflows and issue resolution

• Review documentation, codebases, and system architectures to build

• Gain hands-on experience with monitoring tools, logs, and debugging

• Develop a strong understanding of product architecture, terminologies, and debugging processes.
• Start taking ownership of small triage tasks, debugging issues, and proposing fixes with guidance.
• Actively participate in standups, design discussions, and code reviews.
• Collaborate with cross-functional teams (Development, Support, DevOps) to resolve customer-impacting issues efficiently.
• Gain exposure to AWS-based deployments, microservices monitoring, and performance optimization.
• Begin contributing unit tests and small enhancements to microservices.
• Document recurring issues and solutions to improve internal knowledge sharing.

• Take full ownership of end-to-end issue resolution, including triage, debugging, and implementing fixes.
• Contribute actively to backend development, improving microservices and implementing new features.
• Participate in on-call rotations to handle escalations and critical production issues.

• Identify and suggest improvements in monitoring, logging, and alerting mechanisms.
• Mentor junior engineers through training sessions and documentation updates.
• Enhance debugging and troubleshooting efficiency by automating recurring taskswhere possible.
• Engage with stakeholders to proactively recommend improvements for system stability and performance.