The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint s Identity as a Service offering, IdentityNow. You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and works with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.
Responsibilities:
- Effectively resolve or help resolve customer support issues.
- Keep customers fully updated on the progress of their issues.
- Support for the IdentityNow product in client environments.
- Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
- Works with clients post implementation for support concerns, including providing self-service resources.
- Resolves or escalates cases, using our Salesforce Case Management System
- Sales and POC Support
Requirements:
- 5-7 years of support experience
- At least 2 years working with a SaaS product / service
- Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML
- Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms
- Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
- Experience with Directories (LDAP, AD)
- Network troubleshooting skills
Nice to have Skills:
- Experience with SSO platforms
- Experience with enterprise systems (SAP, PeopleSoft)
- Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
- Security software or internal IT audit experience
- Knowledge of programming languages such as Java, .NET or C