Opening For Cloud Support Engineer : SailPoint Technologies (Product )

Position / Designation : Cloud Support Engineer

Experience : 8 - 15 Years.

Location : Pune , ICC Tech Park, SB Road

Notice Period : Max 45 Days

Working Mode : Hybrid Model

Requirements :

• 8 - 15 years of professional software support experience, preferably in enterprise security software/SaaS product companies. 
• To have a proven track record of aggressive troubleshooting techniques, effective use of all available resources, 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, MS-SQL, MySQL). 
• Experience on Windows and Unix (Linux, Sun, HP, AIX) OS platforms. 
• Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic. 
• Excellent written and verbal communication skills. With experience communicating with international clients.  
• Proven ability to listen and empathize 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. (70% EMEA, 30% AMS hours in a year) 

Responsibilities:

• Provide technical support to SailPoint customers and field personnel via multiple channels, including ticketing system, telephone, email and remote access. 
• Troubleshoot and resolve complex technical problems reported by our customers. 
• Work closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues. 
• Deliver product fixes and patches to customers. 
• Document problem solutions in the company knowledge base. 
• Collaborate with Sales, Marketing, and Engineering to improve product service, design, and quality. 
• Clearly present technical concepts. 
• Meticulously document case progress and technical details throughout the support case lifecycle. 
• Provide 24x7 on-call support via the rotational schedule. 
• Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team. 
• Impress our customers with empathy, responsiveness, technical ability and attention to detail. 

Nice to have Skills: 

• Experience with identity management applications IDM/IAM from vendors like SailPoint, Oracle, IBM, etc. 
• Software development experience with an object-oriented language 
• Experience with Microsoft Active Directory, Exchange and SharePoint 
• Experience developing or 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 for Java based applications. 
• .Net error troubleshooting. 
• Browser compatibility testing on multiple OS platforms. 
• Java, Ant and software build-related technologies. 
• Networking knowledge and exposure to application server clusters.