Responsibilities:

Provide Technical Support To Sailpoint Customers And Field Personnel Via Multiple Channels, Including; Ticketing System, Telephone, Email And Remote Access.
Troubleshoot And Resolve Complex Technical Problems Reported By Our Customers.
Works Closely With Devops, Sustaining, Engineering And The Rest Of The Support Team To Help Solve Out-Of-The-Box Issues.
Deliver Product Fixes And Patches To Customers.
Document Problem Solutions In Company Knowledge Base.
Collaborate With Sales, Marketing, And Engineering To Improve Product Service, Design, And Quality.
Present Technical Concepts In A Clear Manner.
Meticulously Document Case Progress And Technical Details Throughout The Support Case Lifecycle.
Provide 24X7 On-Call Support Via Rotational Schedule.
Participate In Recurring Support Review Meetings, Presenting Challenging Cases And New Ideas To The Support Team.
Impress Our Customers With Your Empathy , Responsiveness , Technical Ability And Attention To Detail .

Requirements:

3+ Years Of Professional Software Support Experience; Preferably In Enterprise Security Software/Saas Product Companies.
Proven Track Record Of Aggressive Troubleshooting Techniques; Effective Use Of All Resources Available Including Documentation, Online Sources, Testing And Experimentation, And The Knowledge Of Other Technical Professionals.
Experience With Some Of The Following Web Technologies: Javascript, Xml, Saml, Spml/Soap, Web And Application Servers, Html, Rest Api, Json
Experience With Database Administration (Oracle, Ms-Sql, Mysql).
Experience On Both 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.
Proven Ability To Listen And Empathize With The Clients Situation. An Understanding Of When To Employ Different Interpersonal Interaction Techniques Depending On The Situation.
Willingness To Improve Yourself And Fellow Team Members In Relevant Technologies.

Nice To Have 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 Bases Applications.
.Net Error Troubleshooting.
Browser Compatibility Testing On Multiple Os Platform.
Java, Ant And Software Build-Related Technologies.
Networking Knowledge And Exposure To Application Server Clusters.