Technical Support Engineer

Posted 12 Days Ago
Be an Early Applicant
Hiring Remotely in Australia
Remote
Hybrid
Senior level
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The Role
The Technical Support Engineer provides complex technical assistance to SailPoint customers, documents solutions, collaborates with teams, and delivers high-quality support.
Summary Generated by Built In

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.

Top Skills

Db2
Identitynow
J2Ee
Java
Java Ee 5
Jboss
Jsf
Mssql
MySQL
Oracle
Sailpoint Identityiq
Soap
Spml
Sybase
Tomcat
Unix
VMware
Weblogic
Websphere
Windows
Xhtml
XML
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The Company
HQ: Austin, TX
2,461 Employees
Hybrid Workplace
Year Founded: 2005

What We Do

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.

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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Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
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