Responsibilities:
- Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting.
- Troubleshoot and resolve technical problems reported by our customers.
- Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
- Document problem solutions in company knowledge base.
- Interface 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 rotation 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.
Required (candidates must have this experience):
- 1+ years professional software support experience; preferably in enterprise security software 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 Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).
- Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
- Experience with creating or troubleshooting XML and JavaScript.
- 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.
Preferred (candidates may have this experience) :
- Some software development experience with an object-oriented language
- Experience 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.
- Browser compatibility testing.
- Version control systems such as Subversion (SVN).
- Java, Ant and software build-related technologies.
- Experience with web technologies such as XHTML, JSF, SPML/SOAP.
- Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell.
- Networking knowledge and exposure to application server clusters.