Technical Support Engineer

About the role

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.

What you'll do

• 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
• Collaborate with Product Engineering, Product Management, and Customer Success Management to provide actionable feedback that improves overall product service, design
• Participate in recurring support review meetings and share knowledge, presenting challenging cases and innovative troubleshooting ideas to continuously upskill the…
• Manage and provide 24x7 on-call support via a rotational schedule to ensure continuous coverage for critical incidents

What you need

• 5–9 years in it support & networking
• Troubleshooting
• Linux
• Windows
• Java
• Microservices
• SAP
• B.Sc or B.Tech or B.E. or BCA

Good to have

• Networking
• REST APIs
• SQL Server
• SQL
• Elasticsearch
• Splunk