Cloud Support Engineer

The Professional Services team at SailPoint prides itself in being a supportive environment with an open door policy. Everyone is invested in our employees' success and is ready to welcome you to the team make themselves available to you and help you succeed. The PS team works to get our customers the help needed to maximize their identity governance platform with extensive solution-specific experience our consultants are dedicated to ensuring success before during and after our customers' SailPoint implementation.

We minimize 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.

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 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.

The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in 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 post-deployment Out-Of-The-Box issues and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.  
Responsibilities:

• Effectively resolve or help resolve customer support issues.
• Keep customers fully updated on the progress of their issues.
• Support for the IdentityNow product in client environments.
• Works closely with DevOps Sustaining Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
• Works with clients post implementation for support concerns including providing self-service resources.
• Resolves or escalates cases using our Salesforce Case Management System
• Sales and POC Support

Requirements:

• 5-7+ years of support experience
• At least 2 years’ working with a SaaS product / service
• Experience with the following web technologies: XML SAML SPML/SOAP Web and Application Servers HTML
• Experience setting up and installing software on both Windows and Unix (Linux Sun HP AIX) platforms
• Experience with Databases (Oracle Sybase MSSQL MySQL).
• Experience with Directories (LDAP AD)
• Network troubleshooting skills

Nice to have Skills: 

• 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++

Position is based in Austin TX and requires no travel

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge skills experience market conditions and locations as well as reflect SailPoint’s differing products industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary for US-based employees will be in this range from (min-mid-max USD):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical dental and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees spouses and children

5. Flexible spending accounts for health care and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance Critical Illness Accident Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

What We Do

At SailPoint we believe enterprise security must start with identity at the foundation. Today’s enterprise runs on a diverse workforce of not just human but also digital identities—and securing them all is critical. Through the lens of identity SailPoint empowers organizations to seamlessly manage and secure access to applications and data at speed and scale. Our unified intelligent and extensible platform delivers identity-first security helping enterprises defend against dynamic threats while driving productivity and transformation. Trusted by many of the world’s most complex organizations SailPoint secures the modern enterprise.

Why Work With Us

Together we’re redefining identity’s place in the security ecosystem. We love taking on new challenges that seem daunting to others. We hold ourselves to the highest standards and deliver upon our promises to our customers. We bring out the best in each other and we’re having a lot of fun doing it.

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