Technical Support Engineer

Technical Support Engineer SailPoint is the leading AI-driven security platform providing autonomous governance that best solves the needs of the modern enterprise. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand. We are proud of our team and the culture we have built, which has led to our employees voting us “best places to work” – 15 years in a row. We are seeking a Technical Support Engineer to work directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve complex technical problems. As a critical member of our Customer Support Team, you will deliver exceptional technical assistance and collaborate internally to improve product quality and service. To excel, the position requires a person: Who is... an outstanding communicator who can explain complex technical concepts in a clear, concise manner to both technical and non-technical stakeholders. Who can... utilize aggressive troubleshooting techniques, testing, and creative problem-solving to resolve challenging issues without letting roadblocks stop progress. Who will... collaborate effectively across Sales, Marketing, and  Product Engineering, Product Management, and Customer Success Management, and actively support on-call rotations to ensure customer success 24x7. Who demonstrates... deep empathy, responsiveness, and a meticulous attention to detail to guide and reassure customers during high-pressure technical situations. Responsibilities: Resolve complex technical problems reported by SailPoint customers and field personnel via multiple channels (telephone, email, Microsoft Teams) to maintain high customer satisfaction. Escalate highly complex issues to the Engineering team in a timely, structured manner, ensuring that comprehensive details and diagnostic data are captured. Document problem solutions and case details meticulously throughout the support lifecycle, publishing solutions in the internal and customer-facing knowledge bases to drive self-service and team efficiency. Collaborate with Product Engineering, Product Management, and Customer Success Management to provide actionable feedback that improves overall product service, design, and software quality. Participate in recurring support review meetings and share knowledge, presenting challenging cases and innovative troubleshooting ideas to continuously upskill the support team. Manage and provide 24x7 on-call support via a rotational schedule to ensure continuous coverage for critical incidents. The Path to Success (Milestones): 1-Month Milestones (The "Learning" Phase): Absorb critical training on SailPoint's core products, architectures (including AWS cloud-native and event-driven microservices), and internal support systems.