Technical Support Engineer

Responsibilities

• Provide technical support to SailPoint customers and field personnel via telephone, email, WebEx, and GoToMeeting
• Troubleshoot and resolve complex technical problems reported by customers
• Escalate critical issues to Level 2 Support with detailed documentation
• Document problem solutions and case progress in the company knowledge base
• Interface with Sales, Marketing, and Engineering teams to improve product design and quality
• Participate in a 24x7 on-call support rotation schedule
• Present technical concepts clearly and maintain high levels of empathy and responsiveness

Requirements

• 1+ years of professional software support experience, preferably in enterprise security
• Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, or MySQL)
• Proficiency working on both Windows and Unix (Linux, Sun, HP, AIX) platforms
• Experience creating or troubleshooting XML and JavaScript
• Experience with J2EE / Java EE 5 Application Servers such as Tomcat, JBoss, WebSphere, or WebLogic
• Excellent written and verbal communication skills

Preferred Qualifications

• Software development experience with an object-oriented language
• Experience troubleshooting Java applications in an enterprise environment
• Knowledge of Log4j or other logging system configurations
• Experience with version control systems such as Subversion (SVN)
• Familiarity with web technologies including XHTML, JSF, and SPML/SOAP
• Networking knowledge and exposure to application server clusters

About the Company

SailPoint is a leading provider of identity security for the modern enterprise. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time, helping complex organizations defend against today's most pressing digital threats.