Technical Product Support & Services Engineer

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L3 Technical Product Support and Services Engineer

Apply locations Remote (Mexico) time type Full time posted on Posted 3 Days Ago job requisition id R011260

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.

WhySailPoint?

Love what you do. And love where you do it. Smart people, fun culture, innovative work, work / life balance — oh, and everyone's really nice. That's what people say about SailPoint. We're known as the company where everyone wants to work, and we have the awards to prove it. If you're passionate about outsmarting cybercriminals and working at a company where you can truly have an impact.

SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, and pharmaceutical organizations and more.

SailPoint's Support team plays a crucial role in providing high level Support to our Customers most complex issues as they arise. Be part on an important role in post implementation support of SailPoint's Identity as a Service offering, Identity Security Cloud (ISC).You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues, along with ensuring that services are provided and implemented correctly, and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.

Who You Are

A Technical Product Support and Services Engineer is a self-directed, highly motivated, and experienced individual who thrives when collaborating within a Support and Services oriented organization. You have significant experience building and maintaining professional relationships, and you are comfortable communicating with people at all organizational levels. You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues, customizations and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction. You have exceptional technical, communication, organizational, and problem-solving abilities that you use to balance customer, team and individual need while contributing to a positive work environment. You are an exceptional multitasker, able to meet and manage moving deadlines, gauge risks, and creatively resolve unexpected issues. By leveraging your extensive experience and motivation for success, you enjoy identifying growth areas, evaluating best practices, and presenting solutions to everyday problems.

Responsibilities

This position is with the SailPoint Support and Services team in Mexico, as part of our global Support organization, and is responsible for internal and external customer satisfaction. As a Technical Product Support and Services Engineer you will support a customer's journey by managing the strategic accounts to deliver SailPoint's solutions and making sure they are fully supported throughout. You will combine your experience with our world-class product and process training to gain a deep understanding of our SaaS delivery practices.

You will :

Be a key member of the SailPoint Services and Support team and provide first class post-sales support to SailPoint's customers.

Assist the Support and Services Manager and work with other regional Support Engineers, Technical Account Mangers, and Escalation Managers to plan for expected growth and meeting the needs of the business.

Participate in open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Assist in reviewing goals and team metrics and take appropriate action to ensure results are achieved or items addressed.

Promptly manage any case escalations from customers or Customer Success Managers, set appropriate expectations with all parties and provide any necessary updates.

Manage and proactively improve the customer experience, form initial contact to final case resolution.

Work with the internal functions including Sales, Product Management, Engineering and other Service functions.

Effectively resolve or help resolve customer support issues.

Keep customers fully updated on the progress of their issues.

Support for the Identity Security Cloud 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 pre- and post implementation for support concerns, including providing self-service resources.

Resolve or escalate cases, using our ISC Case Management System.

Analyzing and developing Identity Security Cloud scripts using various programming languages.

Requirements

3-5+ years of information technology / product support experience.

Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve issues.

Excellent communication skills, both verbal and written, with the ability to communicate technical details in a clear, concise, understandable manner.

Experience or relevant technical experience within Information Security, Identity Access Management, or System Administration.

Familiarity with common IAM tools and technologies (SSO, MFA, Privileged Access Management).

Broad understanding of IAM concepts, such as provisioning, access control, lifecycle management, and authentication.

Working knowledge and deep experience working with REST API's.

Experience with HCM Systems (Examples : Workday, Oracle, SuccessFactors, etc.).

Experience setting up and installing software on both Windows and Linux Platforms.

Experience with Directories and Directory Services (Examples : Entra, Active Directory, LDAP.).

Experience with the following technologies / protocols : XML, JSON, SAML, SCIM, SPML / SOAP, Web and Application Servers.

Knowledge of programming and scripting languages (Examples : Java, .NET or C++, Shell, PowerShell).

Preferred

Security software or internal IT audit experience.

Network troubleshooting skills.

Experience with ServiceNow implementation.

Experience with SSO / SAML platforms.

Experience with cloud technologies, such as Azure, AWS, GCP.

Experience with enterprise systems (Examples : SAP, Oracle, PeopleSoft).

Experience with Databases (Examples : Oracle, Sybase, MSSQL, MySQL).

Experience managing and troubleshooting TLS certificates.

Experience with automation tools (Examples : Microsoft Power Automate or Okta Workflows).

Understanding of KCS (Knowledge Centered Service) and creating knowledge base articles.

Expectations

Within 1 month

Onboard into the role, gaining familiarity with SailPoint's Identity Security Cloudand microservices-based architecture.

Set up your local test environment, ensuring access to allnecessary tools and repositories.

Attend onboarding sessions to understand internal processes, team structure,and product offerings.

Gain hands-on experience with monitoring tools, logs, and debuggingmethodologies.

Shadow senior engineers to learn support workflows and issue resolutionprocesses and documentation standards.

Within 3 months

You will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (ES).

Develop a strong understanding of product architecture, terminologies, and debugging processes.

Actively participate in weekly stand-ups with the support team to share technical knowledge and contributions to improve the team collaboration.

Collaborate with cross-functional teams (Development, Support, DevOps) to resolve customer-impacting issues efficiently.

Document recurring issues and solutions to improve internal knowledge sharing.

Within 6 months

You will take full ownership of end-to-end issue resolution and implementing fixes and ramp up to 25 tickets per quarter.

Responsible for engagement scoping, client communication, internal team management, escalation support, and overall service delivery for your portfolio.

Participate in on-call rotations to handle escalations and critical production issues.

Identify and suggest improvements in monitoring, logging, and alerting mechanisms.

Enhance debugging and troubleshooting efficiency by automating recurring tasks where possible.

Within 1 year

Within 1 year y ou will be able to manage 100 tickets per year and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.

You will be able to manage 100 tickets per year and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.

You will combine the skills you have acquired to oversee your team who managers the full scope of customer engagements, both Support and Services, and you will demonstrate that you are a trusted advisors to customers, peers, and leaders to your team members, responsible for ensuring their professional growth and helping them establish and achieve their goals.

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 applicationassistance@sailpoint.com 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.

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