Cloud Support Engineer

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

Responsibilities:

• Provide technical support to SailPoint APAC customers and field personnel via multiple channels.

• Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS 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.

• Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.

• 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):

• 2+ years’ professional software support experience; preferably in enterprise security software product companies.

• Minimum 2-4 years or more troubleshooting or implementation experience in Enterprise Support or 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.

• Basic 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 (Nice to have this experience):

• Experience troubleshooting Java applications in an enterprise environment.

• Experience in analyzing HAR files, Postman to run API calls etc.

• 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.

• Experience with web technologies such as XHTML, JSF, SPML/SOAP.

• Networking knowledge and exposure to application server clusters.

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.

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.

The Path to Success

Within the first 30 days:

• SailPoint Overview: Learn about the company’s history, mission and
  core values.

• Mentorship: Meet your buddy and set up Bi-weekly meetings & 1 to
  1’s with your manager.

• Meeting the regional and global team.

• Get Access to Support resources.

• Complete Product and Support Process training.

• Complete internal training.

60 days:

• Shadowing the buddy on handling tickets.

• Brainstorming on resolutions.

• Attending daily scrum meetings.

• Familiarizing with troubleshooting approach.

90 days:

• Start to own P3/P4 tickets with limited capacity.

• Write KB articles.

• Schedule customer meetings for troubleshooting.

• Learn the P1 or major incident responsibilities.

• Learn the weekend On call process.

• Learn inbox buddy responsibilities.

180 days:

• Be on full dispatch for all tickets (P1, P2, P3, P4)

• Be On-call rota basis.

• Strengthen technical knowledge to become SME in the product.

• Improve TTR to monitor and reduce.

• Manage caseload and time management.

• Write KB articles.

• Participate in internal Support team projects.