| Web Site: | www.sailpoint.com |
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| Industry: | Software |
| at SailPoint |
| Location: | 6850 Austin Center Boulevard Suite 100 Austin, TX 78731 |
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| Description: | This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel, partners, and customers to identify, troubleshoot, and resolve complex technical problems directly or in conjunction with our engineering team. Responsibilities: - Provide technical support to SailPoint customers via telephone, Internet or other channels. - Troubleshoot and find resolutions to complex technical problems reported by our customers. - Deliver product fixes or patches to customers. - Document problem solutions in company knowledge base. - Interface with Sales, Marketing, and Engineering to improve product service, design, and quality. - Present technical concepts in a clear manner to customers through email, phone calls, and web conferencing. - Log all support incidents so that recurring problems are reported and tracked. Skills: - 3+ years' professional software support experience to include 2+ years' of customer-facing technical support - preferably in enterprise security software product companies. - Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals. - Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. - Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL). - Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms. - Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic. - Familiarity with programming and web technologies such as Java / BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j a plus. - Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus. - Excellent written and verbal communication skills. 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. - Experience in a startup company is a plus. Education: - BA/BS or equivalent experience. - CS or Engineering degree a plus. |
