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Support Engineer / Triage SailPoint Technologies
DescriptionDescription
This Triage position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to acknowledge, gather diagnostic information if not provided, search the Knowledgebase or hand the case over to level 1 after gathering basic details.
Responsibilities:
Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting.
Obtain necessary basic information such as version numbers and diagnostic information (Logs) on cases reported by our customers.
Escalate cases to Level 1 Support in a timely manner with appropriate details captured
Document problem solutions in company knowledge base.
Interface with Support, Support Management & Account Managers to ensure customer cases are handled appropriately.
Meticulously document case progress and technical details throughout the support case lifecycle.
Impress our customers with your empathy, responsiveness, technical ability and attention to detail.
Skills:
Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
Experience with troubleshooting XML and JavaScript.
Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.
Used IdentityIQ or CONTROL-SA or similar Identity Management Software.
Familiar with basic Identity Management principles
Experience Requirements:
1+ years professional software support experience; preferably in enterprise security software product companies.
Experience with supporting Enterprise Application software such as enabling logs, asking for details on how to reproduce a problem, understanding the business impact etc.
Track record of providing outstanding customer service with the ability to listen and empathize with the client's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.
Excellent written and verbal communication skills.
Willingness to improve yourself and gain more technical skills.
| Location: | 6034 W. Courtyard Dr. Suite 309 Austin, TX 78730 United States |
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SailPoint Technologies
Investors: Austin Ventures, Lightspeed Venture PartnersAll Jobs: at SailPoint Technologies
| Web Site: | www.sailpoint.com |
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| Headquarters: | 6034 W. Courtyard Dr. Suite 309 Austin, TX 78730 United States |
| Industry: | Software |
| SailPoint helps the world's largest organizations to mitigate risk, reduce IT costs and ensure compliance. The company's award-winning software, SailPoint IdentityIQ, provides superior visibility into and control over user access to sensitive applications and data while streamlining the access request and delivery process. IdentityIQ is the industry's first business-oriented identity governance suite that quickly delivers tangible results with risk-aware compliance management, closed-loop user lifecycle management, flexible provisioning, an integrated governance model, and identity intelligence. Visit www.sailpoint.com to learn more. |
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