Senior Cloud Support Engineer, Sailpoint
Identity governance & cloud identity management
Job no longer available
Identity governance & cloud identity management
1001+ employees
Job no longer available
1001+ employees
Company mission
To equip every enterprise to effortlessly manage and secure access to applications and data through the lens of identity – at any speed, at any scale.
Role
Who you are
- 5-7+ years of support experience
- At least 2 years working with IdentityNow or other IAM solution
- Experience or relevant technical experience within Information Security or Identity Access Management
- Familiarity with common IAM tools and technologies (e.g., SSO, MFA, privileged access management, directory services)
- Strong understanding of IAM concepts, such as provisioning, access control, and authentication
- Strong understand and experience with REST API’s
- Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML
- Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms
- Experience with Databases (Oracle, Sybase, MSSQL, MySQL)
- Experience with Directories (LDAP, AD)
- Network troubleshooting skills
Desirable
- Experience with SSO platforms
- Experience with enterprise systems (SAP, PeopleSoft)
- Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
- Security software or internal IT audit experience
- Knowledge of programming languages such as Java, .NET or C++
What the job involves
- The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN)
- You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction
- Within 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable
- 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 (PS)
- Within 6 months: You will ramp up to 50-60 tickets per quarter
- Within 1 year: You will be able to manage 100 tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge
- Effectively resolve or help resolve very complex and technical customer support issues
- Keep customers fully updated on the progress of their issues until the resolution of their issues
- Support for the IdentityNow product in client environments at SailPoint
- Works closely with all internal SailPoint teams including, DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues
- Works with clients post implementation for support concerns, including providing self-service resources
Our take
SailPoint is a leader in identity management, founded in 2005 to help businesses mitigate security risks. The company went public in 2017 and was acquired by Thoma Bravo in 2022.
SailPoint’s products harness AI and machine learning to automate and streamline identity management, appointing the appropriate access to different identities operating in a business. Its solutions have evolved alongside innovations in the space, and the company remains a top choice for enterprises worldwide.
To continue keeping pace with advancements in the market, SailPoint has acquired identity solutions startup SecZetta. With this move, SailPoint says it will be able to further help its clients consolidate their identities and organize their workforce data. The company also partnered with Simeio, a leading provider of Identity and Access Management services, to enhance both companies’ security capabilities and protection measures.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Dec 2014
$0.3m
EARLY VC
Nov 2010
$0.6m
GRANT
Total funding: $21.8m
Company benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 4019k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental leave: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
Company values
- Innovation: Our solutions deliver unique, compelling value to our customers and partners. In fact, we expect to have a significant, positive impact on the bottom line. We passionately strive to help our customers run their companies better and faster. Their success breeds our success
- Integrity: We understand what is expected of us and ensure that we have the resources to meet or beat that expectation. Because we empower our employees to do the right thing and place high value on open communications, every person who works in or with our company knows they can depend on us to do what we say we’ll do
- Impact: We believe effort should not be confused with progress. We ensure that every person in our company understands what success looks like and how to get there. People succeed here based on the delivery of measurable results. And we expect people on our team to deliver those great results with a great attitude
- Individuals: We believe that the single greatest asset of a software company is people. By treating everyone in our company as a person, not a number, we create a work environment that is responsive to needs both on and off the job. We take our business very seriously, but maintain a healthy sense of balance in our lives
Company HQ
Four Points Centre, Austin, TX
Articles
Founders
Mark McClain
(CEO)Operating Advisor at Elsewhere Partners. Previously and SVP of Software Marketing at Sun Microsystems and a VP of Worldwide Marketing at IBM Tivoli Software.
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