Cloud Implementation Support Engineer

Cloud Implementation Support Engineer
A little about us here at SailPoint!
SailPoint minimizes risk and maximize business growth by managing access to data and resources across your enterprise. We do it effectively and securely for every person who interacts with your organization-any user, on any device, anywhere in the world.
About this Role
The Cloud Implementation Support Engineer is a critical part of our Services Support team that provides pre and post implementation support of SailPoint's Identity as a Service offering, IdentityNow.
You will be working directly with our customers and implementation partners to identify the cause of any pre/post-deployment issues and work with the larger internal team(s) to help resolve them, ensuring the
success of the customers with and the highest customer satisfaction.
Responsibilities

• Effectively and efficiently resolve or help resolve highly technical issues for IdentityNow product in large scale SaaS client environments.
• Effectively resolve or help resolve customer pre-go-live and post go-live support issues.
• Proactively meet standards for information security & compliance while meeting established SLAs.
• Working with clients for user testing, debugging, support and maintenance
• Handle support cases related to customizations, performance issues
• Act as POC for any issues that are not OOTB and estimate the timelines to resolve such issues
• Consulting with customers during and after implementation to include (but not limited to): best practices, industry standards, recommendations based on other customer journeys, managing product enhancements
• Provide an exceptional customer experience
• Keep customers fully updated on the progress of their issues using ticket management systems
• Support for the IdentityNow product line in client environments.
• Works closely with Professional Services DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
• Work w/clients post implementation for support issues, including providing self-service resources.
• Sales and POC Support
• Provide an exceptional customer experience

Required Technical Experience

• 2+ years of professional implementation work experience as part of a software company or in systems integration
• 2+ years of customer facing, support experience
• One or more programming languages: JavaScript, Java, Python, SQL
• Exposure to databases (Oracle, AWS data stores, Sybase, MSSQL, MySQL)
• Experience with data processing, data management, or business intelligence software/tools such as AWS Quick sight, Tableau
• Experience with XML, SAML, SPML/SOAP, Web & Application Servers, HTML Web technologies
• Experience setting up and installing software on Windows & Unix (Linux, Sun, HP, AIX) platforms
• Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
• Experience with Directories (LDAP, AD)
• Network troubleshooting skills
• Microsoft Office Professional suite
• Proven track record of troubleshooting techniques and effective use of documentation, online sources, testing, experimentation, and technical knowledge to solve various problems
• Experience with ZenDesk, ServiceNow Tool for Case Management
• Experience working with APIs
• Bachelor's degree in computer or data science, engineering, or equivalent work experience

Required Functional Experience

• Strong consulting knowledge and abilities
• Ability to gather requirements and deliver customized solutions for dashboards and visualizations
• Excellent communication skills and experience working directly with customers/clients
• Strong organizational skills and the ability to multi-task
• Ability to quickly learn and absorb new technologies

Additional Desired Experience

• Familiarity with identity management provisioning systems (SailPoint, Sun, Oracle, IBM)
• Security software or internal IT audit experience
• Experience with SaaS product installation, configuration, and SaaS applications
• Experience with data science or machine learning
• Experience with Enterprise Cloud Based Systems (AWS, Azure, GCP)
• Data architecture and governance experience
• Experience with SSO platforms
• Experience with enterprise systems (SAP, PeopleSoft)
• Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
• Security software or internal IT audit experience
• Knowledge of programming languages such as Java, .NET or C++

Location: Remote based or Austin, TX (headquarters)
Travel: This position requires up to 10% travel
More about us here at SailPoint!
We were first to recognize that companies could benefit from an approach to identity that addresses both IT and business priorities. We developed a unique risk-based model and leveraged that approach for everything from compliance to user provisioning. Then we followed that with the industry's first solution for truly extending enterprise identity management to applications in the cloud.
Today, we offer comprehensive products that can handle enterprise IAM on-premises or as a cloud-based (SaaS) service. This gives you the freedom to choose the best solution for your current needs, while at the same time establishing a clear path for future growth.
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.