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    Support Engineer - Delhi, India - SailPoint

    SailPoint
    SailPoint Delhi, India

    2 weeks ago

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    Description

    This position (part of our Customer Support Team) is responsible for working directly with SailPoint field personnel and customers to identify, troubleshoot, and resolve technical problems directly or in conjunction with our engineering teams.


    To be located in Pune, IndiaResponsibilities:


    Provide technical support to SailPoint customers and field personnel via multiple channels, including telephone, email, Microsoft team meetings, and ticketing system.

    Troubleshoot and resolve technical problems reported by our customers.

    Escalate complex issues to Engineeringteams in a timely manner with appropriate details captured.

    Document problem solutions in the company knowledge base.

    Interface with Product, Customer Success, Sales, Marketing, and Engineering to improve product service, design, and quality.

    Clearly present technical concepts to our customers and internal teams.

    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):3+ years of professional software support experience, preferably in enterprise security software/SaaS product companies.

    2+ years of ERP experience like SAP security/GRC/Basis/Oracle segregation of duties.


    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 some of the following web technologies:
    JavaScript, XML, SAML, SPML/SOAP, Web and Application Servers, HTML, REST API, JSON

    Experience with Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL).

    Experience on both Windows and Unix (Linux, Sun, HP, AIX) OS platforms.

    Excellent written and verbal communication skills.
    With experience communicating with international clients.

    Proven ability to listen and empathise with the client's 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.

    Willingness to work in rotational shifts. (30% EMEA, 70% AMS hours in a year)

    Preferred (candidates

    may

    have this experience)
    :
    Some software development experience with an object-oriented language

    Experience with creating or troubleshooting XML and JavaScript.

    Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic.

    Experience troubleshooting applications in an enterprise environment.

    Ability to think creatively when troubleshooting and not allowing a brick wall to stop you.

    Logging system configuration experience.

    Browser compatibility testing.

    Version control systems such as Subversion (SVN).

    Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell.

    SailPoint is an equal opportunity employer and we welcome everyone to our team.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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