Technical Support Engineer

This position as Technical Support Engineer (part of our Global Customer Support Team) is responsible for working directly with SailPoint field personnel and customers which may include Australian Federal customers to identify, troubleshoot, and resolve complex technical problems directly or in conjunction with our engineering team.

Responsibilities:

• Provide technical support to SailPoint customers which may include Australian Federal customers and field personnel via multiple channels.
• Troubleshoot and resolve complex technical problems within SailPoint Software product issues reported by our customers.
• 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.

Required (candidates must have this experience):

• 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.

Preferred (candidates should have this experience):

• 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.

As the position requires handling support tickets from Federal Accounts in Australia, hence preferably already have existing security clearance (NV1 or NV2) else the chosen candidate may need to undergo security clearance in future.

This is a Full-time permanent position & work remotely or working from home. Ad-hoc 5% travel may be required for team or company events in the region.

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.