Lead Technical Support Engineer

3 weeks ago


Pune, Maharashtra, India SailPoint Full time
Job Description:
As a Lead Technical Support Engineer at SailPoint, you will be responsible for leading and mentoring a team of technical support engineers while providing advanced technical support to customers. Your expertise in cloud and enterprise security will be instrumental in resolving complex technical issues and ensuring high-quality service delivery.

Key Responsibilities:
  • Lead and mentor a team of technical support engineers to provide advanced technical support to customers.
  • Oversee support operations and ensure high-quality service delivery.
  • Resolve complex technical issues and provide timely solutions to customers.
  • Collaborate with DevOps, Sustaining, Engineering, and the Support team to solve Out-Of-The-Box issues.
  • Document problem solutions in the company knowledge base.
  • Present technical concepts in detail and participate in recurring support review meetings.

Requirements:
  • 10+ years of professional software support experience 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.


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