Technical Support Engineer

December 11

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SailPoint

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Enterprise Software • Identity & Access Management • Identity & Access Governance • Identity Governance & Administration • Compliance Controls

1001 - 5000 employees

Founded 2005

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

Description

• This position as Technical Support Engineer is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve complex technical problems. • Provide technical support to SailPoint customers which may include Australian Federal customers and field personnel via multiple channels. • Document problem solutions in company knowledge base. • Interface with Sales, Marketing, and Engineering to improve product service, design, and quality. • Present technical concepts in a clear manner. • Meticulously document case progress and technical details throughout the support case lifecycle. • Provide 24x7 on-call support via rotation schedule. • Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team. • Impress our customers with your empathy, responsiveness, technical ability and attention to detail.

Requirements

• Must be an Australian citizen. • 8+ years’ professional software support experience; preferably in enterprise security software product companies. • Minimum 2-4 years or more troubleshooting or implementation experience in SailPoint IdentityIQ or Identitynow certified under SailPoint University will get priority or experience in any other IAM solutions. • Proven track record of aggressive troubleshooting techniques; effective use of all resources available including documentation, online sources, testing and experimentation, and the knowledge of other technical professionals. • Hands On with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL). • Experience on Windows, Unix (Linux) platforms, VMWare or any virtual hosting environments. • Experience with creating or troubleshooting XML and some code written in Java. • Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic. • Excellent written and verbal communication skills in English, any additional language would be an advantage. • Proven ability to listen and empathize with the client's situation. • An understanding of when to employ different interpersonal interaction techniques depending on the situation. • Experience troubleshooting Java applications in an enterprise environment. • Ability to think creatively when troubleshooting and not allowing a brick wall to stop you. • Log4j or other logging system configuration experience. • Browser compatibility testing. • Java, Eclipse, Ant and software build-related technologies. • Experience with web technologies such as XHTML, JSF, SPML/SOAP. • Networking knowledge and exposure to application server clusters. • Any professional certifications like CISSP, CISM etc. • Familiarity with any identity management provisioning systems such as Sun, Oracle, IBM, or Novell would be considered as an added advantage. • Speaking any other languages apart from English like Mandarin, Japanese or Korean would be an added advantage. • Preferably already have existing security clearance (NV1 or NV2) else the chosen candidate may need to undergo security clearance in future.