Triage Engineer (Linux System) - (REMOTE)

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.
 

A Day in the Life:

The remote Triage Engineer (Linux System) handles challenging customer IAM connectivity issues which are escalated from the Customer Success Delivery organization. You will use logging and debugging tools in conjunction with your understanding of our SaaS Network Infrastructure and Linux System administration to perform technical analysis to determine issue root causes. You'll reproduce issues to point the infrastructure and platform service owners to solutions. You'll collaborate with the infrastructure and platform organization to distribute tasks to the optimal teams for resolution. You’ll share your product improvement ideas and drive execution while helping to develop our quality discipline.

Responsibilities:

·       Develop a deep understanding of the SailPoint Virtual Appliances that are responsible for connecting IdentityNow cloud platform and customer on-premise applications

·       Diagnose reported problems and collaborate with internal teams to resolve complex cases escalated from Support

·       Reproduce issues seen by customer facing field teams to narrow down root cause

·       Periodically conference with customers to gather additional information and help them work through critical issues

·       Make suggestions for how the team can function more efficiently

Required Experience:

·       Experience working directly on customer specific issues

·       3+ years in a Linux System Engineering role or it’s equivalent. Participation in System Administration, Infrastructure or Platform organization of B2B Enterprise Software entity (SaaS preferred, on-premise welcome)

·       Strong troubleshooting experience

·       Familiarity with ticketing systems like Jira, or ServiceNow

·       In-depth knowledge of architecture, implementation and operation of a Linux-based compute environment

·       Experience with LAN, Linux network diagnostics, DNS, DHCP, and VPN tunnels (OpenVPN)

·       Working knowledge configuring and maintaining virtualized servers such as VSphere

What We Look For:

·       Knowledge of data-driven development methodologies

·       Passion and expertise working with engineering, product, and support teams

·       Knowledge of current development strategies and trends across web and mobile platforms

·       Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice Architecture Patterns

·       Experience with observability and logging tools Kibana, OpenSearch, Grafana, Log4J

·       Creative problem solving

·       Evidence-based analysis skills

·       Basic object-oriented programming skills

·       Ability to create, store, manage and share source code using version control software like GitHub

Benefits - Mexico

SailPoint is committed to providing our Crew Members with a benefits program that is both comprehensive and competitive. Our benefits program offers medical/pharmacy and dental coverage, as well as financial security for our Crew Members and their families. All premiums are paid by SailPoint.

·      Full time remote employment

·      Competitive salaries

·      Company sponsored healthcare coverage for you and your family

·      Annual performance bonus

·      Phone and internet reimbursement

·      Private equity at certain levels

·      33% prima vacaciones

·      Christmas Bonus equivalent to 30 days of salary

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.