Associate Technical Support Specialist

4 weeks ago


Pune, Maharashtra, India SailPoint Full time

About the Job:

Overview:

We are seeking a highly skilled and motivated Technical Support Lead Engineer to join our team at SailPoint. This is an exciting opportunity to lead and mentor a team of technical support engineers while providing advanced technical support to our customers.

Responsibilities:

  • Lead and mentor a team of technical support engineers in providing advanced technical support to customers.
  • Oversee support operations and ensure high-quality service delivery.
  • Resolve complex technical issues and provide timely solutions to our customers.
  • Act as a primary point of contact for support and escalation management.
  • Collaborate with DevOps, Sustaining, Engineering, and the Support team to help solve Out-Of-The-Box issues.
  • Deliver product fixes and patches to customers.
  • Document problem solutions in the company knowledge base.
  • Present technical concepts in detail and effectively communicate with international clients.
  • Provide 24x7 on-call support via the rotational schedule.
  • Participate in recurring support review meetings.

Requirements:

  • 10+ years of professional software support experience, preferably in enterprise security software/SaaS product companies.
  • Develop and maintain deep technical knowledge of SailPoint's products and services.
  • Proven track record of aggressive troubleshooting techniques and effective use of all available resources.
  • Knowledge of cloud platforms and security protocols.
  • Experience with web technologies, database administration, and operating systems.
  • Excellent written and verbal communication skills with experience communicating with international clients.
  • Proven ability to listen and empathize with clients' situations.
  • Willingness to improve yourself and fellow team members in relevant technologies.

Nice to Have Skills:

  • Experience with identity management applications from vendors like SailPoint, Oracle, IBM, etc.
  • Proficiency in identity and access management solutions/applications from vendors such as SailPoint, Oracle, IBM, and Okta.
  • 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.

About SailPoint:

SailPoint is an equal opportunity employer and welcomes everyone to our team. We are committed to diversity and inclusion in the workplace.



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