Senior Cloud Support Engineer

About SailPoint

SailPoint is the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.

Job Overview

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 (IDN). 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 will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.

What You'll Do (Onboarding & Progression)

• Within 1 month: Familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through extensive self-paced and instructor-led courses. Shadow customer calls, set up your testing environment, and join weekly internal support calls.
• Within 3 months: Shadow tickets and work on simple issues, handling 4-5 tickets weekly. Collaborate with cross-functional teams including CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS).
• 6 months: Ramp up to handle 50-60 tickets per quarter.
• 1 year: Manage 100 tickets per quarter and actively participate in the knowledge sharing center program by adding entries to enhance self-service and team knowledge.

Requirements

• 5-7+ years of information technology/product support experience.
• Minimum of 2 years working directly with IdentityNow or 3 years with a similar IAM product (IIQ, Okta, etc.).
• Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve issues.
• Excellent communication skills, both verbal and written, with the ability to articulate technical details clearly and concisely.
• Experience or relevant technical experience within Information Security, Identity Access Management, or System Administration.
• Familiarity with common IAM tools and technologies (SSO, MFA, Privileged Access Management).
• Broad understanding of IAM concepts, such as provisioning, access control, lifecycle management, and authentication.
• Working knowledge and deep experience with REST API’s.
• Experience with HCM Systems (Workday, Oracle, SuccessFactors, etc.).
• Experience setting up and installing software on both Windows and Linux Platforms.
• Experience with Directories and Directory Services (Entra, Active Directory, LDAP).
• Experience with the following technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, Web and Application Servers.

Nice to Have Skills

• IdentityNow Professional or IdentityNow Engineer Certification.
• Security software or internal IT audit experience.
• Network troubleshooting skills.
• Experience implementing IAM systems, including Go-Lives.
• Experience with ServiceNow implementation.
• Experience with SSO/SAML platforms.
• Experience with cloud technologies like Azure, AWS, GCP.
• Experience with enterprise systems (SAP, Oracle, PeopleSoft).
• Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
• Experience managing and troubleshooting TLS certificates.
• Experience with automation tools like Microsoft Power Automate or Okta Workflows.
• Knowledge of scripting in Shell, PowerShell, or other languages.
• Understanding of KCS (Knowledge Centered Service) and creating knowledge base articles.
• Knowledge of programming languages such as Java, .NET or C++.

Benefits and Compensation

Benefits and compensation vary by location and employment nature. This role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential equity participation. SailPoint maintains broad salary ranges to account for variations in knowledge, skills, experience, market conditions, and locations. For US-based employees, the estimated base salary range is $72,600 - $122,366.00. Benefits include health and wellness coverage (medical, dental, vision), disability coverage, life insurance, flexible spending accounts, 401(k) with company matching, flexible vacation policy, 8 paid holidays, sick leave, paid parental leave, Employee Assistance Program, and voluntary benefits.SailPoint is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For reasonable accommodations, contact applicationassistance@sailpoint.com.

Key skills/competency

• Senior Cloud Support Engineer
• Identity Governance Administration (IGA)
• IdentityNow (IDN)
• Identity and Access Management (IAM)
• Technical Troubleshooting
• REST API
• Information Security
• System Administration
• Cloud Technologies (Azure, AWS, GCP)
• Customer Support