Technical Support Specialist

3 weeks ago

Pune, Maharashtra, India SailPoint Full time

SailPoint is a leading provider of identity management solutions, and we are seeking an experienced Technical Support Engineer to join our team in Pune, India.

As a Technical Support Engineer at SailPoint, you will play a critical role in ensuring the success of our customers by providing timely and effective technical support via multiple channels, including ticketing systems, phone, email, and remote access. You will work closely with DevOps, Sustaining, Engineering, and the rest of the Support team to troubleshoot and resolve complex technical problems reported by our customers.

The ideal candidate will have 8-15 years of professional software support experience, preferably in enterprise security software/SaaS product companies. They will possess excellent written and verbal communication skills, with experience communicating with international clients. A proven ability to listen and empathize with the client's situation is essential, as well as the willingness to improve themselves and fellow team members in relevant technologies.

We offer a competitive salary of $90,000 - $140,000 per annum, depending on experience. Additional benefits include health insurance, retirement plans, and opportunities for professional growth and development.

In this role, you will be responsible for:

  • Providing technical support to SailPoint customers and field personnel via multiple channels
  • Troubleshooting and resolving complex technical problems reported by our customers
  • Working closely with DevOps, Sustaining, Engineering, and the rest of the Support team to identify and resolve technical problems
  • Demonstrating empathy, responsiveness, technical ability, and attention to detail when interacting with customers
  • Collaborating with Sales, Marketing, and Engineering to improve product service, design, and quality
  • Documenting problem solutions in the company knowledge base
  • Participating in recurring support review meetings to present challenging cases and new ideas to the support team

Requirements:

We are looking for candidates with the following qualifications:

  • 8-15 years of professional software support experience, preferably in enterprise security software/SaaS product companies
  • Proven track record of aggressive troubleshooting techniques and effective use of all available resources
  • Experience with web technologies such as JavaScript, XML, SAML, SPML/SOAP, Web and Application Servers, HTML, REST API, JSON
  • Experience with Database Administration (Oracle, MS-SQL, MySQL)
  • Experience on Windows and Unix (Linux, Sun, HP, AIX) OS platforms
  • Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic
  • Excellent written and verbal communication skills, with experience communicating with international clients
  • Proven ability to listen and empathize with the client's situation
  • Willingness to improve yourself and fellow team members in relevant technologies

Nice to Have Skills:

We are also looking for candidates with the following skills:

  • Experience with identity management applications IDM/IAM from vendors like SailPoint, Oracle, IBM, etc.
  • Software development experience with an object-oriented language
  • Experience with Microsoft Active Directory, Exchange, and SharePoint
  • Experience developing or troubleshooting Java applications in an enterprise environment
  • Ability to think creatively when troubleshooting and not allowing a brick wall to stop you
  • Log4j or other logging system configuration experience for Java-based applications
  • .Net error troubleshooting
  • Browser compatibility testing on multiple OS platforms
  • Java, Ant, and software build-related technologies
  • Networking knowledge and exposure to application server clusters

About SailPoint:

SailPoint is an equal opportunity employer and welcomes everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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