Technical Support Engineer – TAM

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October 21

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SailPoint

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Cybersecurity • Enterprise • SaaS

SailPoint is a leader in identity security solutions, providing an intelligent and autonomous platform designed to meet the evolving security needs of modern enterprises. Their products, including IdentityIQ and Identity Security Cloud, offer a unified and comprehensive approach to managing and securing enterprise identities. SailPoint helps organizations mitigate cyber risks, improve IT efficiency, and maintain compliance through advanced capabilities such as cloud infrastructure entitlement management, non-employee risk management, and data access security. By integrating AI and machine learning, SailPoint enables organizations to streamline identity processes, enhance security measures, and accelerate onboarding. They serve multiple industries, including education, financial services, government, and healthcare, by offering tailored identity governance and administration solutions.

1001 - 5000 employees

Founded 2005

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

📋 Description

• Provide proactive guidance and best practices for SailPoint solutions based on customer needs and goals. • Offer technical support for SailPoint products and services, troubleshooting issues and resolving technical problems. • Conduct regular support ticket reviews to ensure prioritization and customer expectations are met. • Facilitate visibility into SailPoint's product roadmap and assist with over-the-shoulder configuration help. • Build strong relationships with customers, becoming a trusted advisor and partner. • Drive customer adoption of SailPoint solutions and identify opportunities for expansion. • Conduct business reviews with customer leadership to highlight success and areas for improvement. • Coordinate with other SailPoint teams (Support, Engineering, Product Management) to ensure customer needs are addressed. • Lead escalation responses for critical customer issues and ensure timely resolution. • Provide feedback to Product Management based on customer needs and industry trends. • Stay current with industry best practices and compliance standards related to Identity and Access Management.

🎯 Requirements

• Bachelor’s degree (technical degree preferred). • 2-4+ years of technical 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. • Familiarity with IAM tools and technologies (SSO, MFA, Privileged Access Management). • Solid understanding of IAM concepts: provisioning, access control, lifecycle management, authentication. • Hands-on experience with REST APIs. • Knowledge of HCM systems (e.g., Workday, Oracle, SuccessFactors). • Experience with directories and directory services (e.g., Entra ID, Active Directory, LDAP). • Knowledge of technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, web and application servers. • Database and Network troubleshooting expertise. • Exposure to cloud platforms (Azure, AWS, GCP).

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options