Technical Support Engineer

Overview

Work directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve complex technical problems as a member of the Customer Support Team. Deliver technical assistance, collaborate internally to improve product quality and service, and support customer success through 24x7 on-call coverage.

What you'll do

• Resolve complex technical problems reported by SailPoint customers and field personnel via telephone, email, and Microsoft Teams.
• Escalate highly complex issues to the Engineering team in a timely, structured manner with comprehensive details and diagnostic data.
• Document problem solutions and case details throughout the support lifecycle.
• Publish solutions in internal and customer-facing knowledge bases.
• Collaborate with Product Engineering, Product Management, and Customer Success Management to provide feedback that improves product service, design, and software quality.
• Participate in recurring support review meetings and present challenging cases and innovative troubleshooting ideas.
• Share knowledge to continuously upskill the support team.
• Manage and provide 24x7 on-call support via a rotational schedule for critical incidents.
• Absorb training on SailPoint's core products, AWS cloud-native and event-driven microservices architectures, and internal support systems.
• Handle P3/P4 cases with supervised mentoring during the learning phase.
• Shadow senior support engineers on customer calls, case documentation, and initial troubleshooting sessions.
• Independently perform routine troubleshooting activities and manage standard customer support cases.
• Prepare initial drafts of knowledge base articles for recently resolved common technical issues.
• Become fully ramped on core troubleshooting tools and support ticket management processes.
• Support P1 production-down scenarios by shadowing and assisting colleagues with P1 cases.
• Present a challenging case or new troubleshooting methodology in the weekly support review meeting.
• Achieve or exceed support KPIs, such as target case resolution time and customer satisfaction score (CSAT).
• Refine existing troubleshooting documentation and create knowledge base articles.
• Participate independently in the 24x7 on-call rotation schedule and manage critical escalations with minimal supervision.
• Achieve internal SailPoint support certifications or relevant initial product badges.

What you'll need

• 5+ years of professional software support experience.
• Proven track record of advanced, aggressive troubleshooting techniques and using various investigative resources.
• Experience supporting cloud-based or microservice architecture-based products.
• REST API, browser-based troubleshooting, OpenSearch/Splunk, and JSON awareness.
• Experience with database administration using Oracle, Sybase, MSSQL, DB2, or MySQL.
• Strong familiarity operating across Windows, Unix (Linux, Sun, HP, AIX), Flatcar O.S, and Dockerized container platforms.
• Experience writing or troubleshooting XML and JavaScript.
• Hands-on experience with J2EE / Java EE 5 application servers, such as Tomcat, JBoss, WebSphere, or WebLogic.
• Excellent written and verbal communication skills.
• Proven empathy and interpersonal skills for handling stressful customer situations.

Nice to have

• Bachelor's degree in Computer Science, Information Science, or equivalent experience.
• Some software development experience with an object-oriented language.
• Experience troubleshooting Java applications in an enterprise environment.
• Experience with Log4j or other logging system configurations.
• Browser compatibility testing experience.
• Version control systems experience, such as Subversion/SVN.
• Experience generating and reading HAR files.
• Knowledge of Java, Ant, XHTML, JSF, SPML/SOAP, and software build technologies.
• Familiarity with identity management provisioning systems, such as Sun, Oracle, IBM, or Novell.
• Understanding of networking and application server clusters.
• Experience in enterprise security software product companies.

Details

• Location: Pune, India.
• Participate in a 24x7 on-call rotational schedule.
• Support critical incidents and production-down scenarios.