Support Engineer (2019CSD13002)

Job title: Cloud Support Engineer | KOREA Looking for passionate Support Engineer based in Korea, this position as Cloud Support Engineer (part of our Global Customer Support Team) is responsible for working directly with esteemed SailPoint customers in a high octane environment to identify, troubleshoot, and resolve complex technical problems directly or in conjunction with our engineering team this role is part of SailPoint Customer Success team. The SailPoint Cloud Support Engineer as primary role will be responsible to provide the best possible customer service to the company's most important customers. They bring deep knowledge of SailPoint's products, related technologies, and their customers' deployments to solve problems quickly and provide proactive guidance. This role will be based in Korea. The role may spread as a Technical Account Manager | Technical Support Engineer to be Hybrid and elite role in SailPoint's customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. To that end, TAMs support a small set of customers based in Korea, typically 6 to 8. This role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations. Responsibilities: · Serves as main point of contact for technical support issues for Korea based customer and also global customers. · Provide technical support to SailPoint APJ customers and field personnel via multiple channels. · Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS product issues reported by our customers. · Document problem solutions in company knowledge base. · Interface with Sales, Marketing, and Engineering to improve product service, design, and quality. · Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues. · Works closely with the Designated Senior Support team focused on customer's tickets · Leads escalation responses. · Provide 24x7 on-call support via rotation schedule. · Conducts regular Support ticket review calls with their accounts to ensure ticket prioritization and customer expectations are understood · Drives elimination of any customer or internal bottlenecks impeding problem resolution · Provides proactive guidance, encourages adoption, and assists with technical questions regarding SailPoint's products · Manages the status and internal/external communication of Support tickets · Collaborates with support management to orchestrate support response beyond the TAMs direct capability · Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery · Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer's needs. Requirements: · 5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies · Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals · Experience is handling support tickets and response based on SLA as per priorities defined in the tickets. · Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL) · Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms · Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic · Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j · Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus · Understanding & working knowledge of Cloud concepts, microservices, CI/CD pipeline etc. · Experience with SailPoint's product suite is preferred but not required · Must be proficient in Korea and English in speaking, reading & writing. · Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation. Education: · BA/BS or global equivalent experience · CS or Engineering degree a plus Location: · Korea and some travel to Singapore or Australia or HQ, APJ locations may be required for team events. The Path to Success in this Role Within the first 30 days: · SailPoint Overview: Learn about the company's history, mission and core values. · Mentorship: Meet your buddy and set up Bi-weekly meetings & 1 to 1's with your manager. · Meeting the regional and global team. · Get Access to Support resources. · Complete Product and Support Process training. · Complete internal training. 60 days: · Shadowing the buddy on handling tickets. · Brainstorming on resolutions. · Attending daily scrum meetings. · Familiarizing with troubleshooting approach. 90 days: · Start to own P3/P4 tickets with limited capacity. · Write KB articles. · Schedule customer meetings for troubleshooting. · Learn the P1 or major incident responsibilities. · Learn the weekend On call process. · Learn inbox buddy responsibilities. 180 days: · Be on full dispatch for all tickets (P1, P2, P3, P4) · Be On-call rota basis. · Strengthen technical knowledge to become SME in the product. · Improve TTR to monitor and reduce. · Manage caseload and time management. · Write KB articles. · Participate in internal Support team projects. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint. SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today's cloud-oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today's most pressing threats. The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint's policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is SailPoint's policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986. Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations. SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business. SailPoint's affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program's specific obligations, and document actions taken to comply with these obligations.