Senior Cloud Support Engineer - Remote

Overview

The Sr. Cloud Support Engineer at SailPoint plays a crucial role in providing post-implementation support for the IdentityNow product, ensuring customer satisfaction through effective issue resolution and collaboration with cross-functional teams.

In Short

• Join SailPoint's Services Support team as a Sr. Cloud Support Engineer.
• Focus on post-implementation support for IdentityNow.
• Collaborate with customers and implementation partners.
• Resolve Out-Of-The-Box issues efficiently.
• Familiarize with products and tools through extensive training.
• Manage tickets and provide customer updates.
• Work closely with DevOps, Engineering, and Support teams.
• Support legacy PAM products until integration.
• Utilize ServiceNow Case Management System for case handling.
• Participate in knowledge sharing and self-service resources.

Requirements

• 5-7+ years of support experience.
• At least 2 years working with a SaaS product/service.
• Experience with web technologies: XML, SAML, SOAP.
• Software installation experience on Windows and Unix platforms.
• Database experience: Oracle, Sybase, MSSQL, MySQL.
• Experience with Directories: LDAP, AD.
• Network troubleshooting skills.
• Nice to have: Experience with SSO platforms and enterprise systems.
• Familiarity with Identity Management systems.
• Security software or IT audit experience.

Benefits

• Equal opportunity employer.
• Inclusive work environment.
• Opportunity to work with leading identity security solutions.
• Professional growth and development.
• Flexible working arrangements.