SailPoint · 4 hours ago
Senior Cloud Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$73K/yr - $135K/yr
1+ years expSailPoint is a company focused on maximizing customer value from its products and services. The Senior Cloud Support Engineer will work closely with customers and internal teams to troubleshoot and resolve technical issues, ensuring a high level of customer satisfaction.
Enterprise SoftwareIdentity ManagementRisk ManagementSoftware
Responsibilities
Provide technical support to SailPoint customers and field personnel via multiple channels, including: telephone, email, WebEx and GoToMeeting
Troubleshoot and resolve technical problems reported by our customers
Escalate complex issues to Level 2 Support in a timely manner with appropriate details captured
Document problem solutions in company knowledge base
Interface with Sales, Marketing, and Engineering to improve product service, design, and quality
Present technical concepts in a clear manner
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
Qualification
Required
1+ years professional software support experience; preferably in enterprise security software product companies
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 Database Administration (Oracle, Sybase, MSSQL, DB2, MySQL)
Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms
Experience with creating or troubleshooting XML and JavaScript
Experience with a J2EE / Java EE 5 Application Server such as Tomcat, JBoss, WebSphere, or WebLogic
Excellent written and verbal communication skills
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
Preferred
Some software development experience with an object-oriented language
Experience 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
Browser compatibility testing
Version control systems such as Subversion (SVN)
Java, Ant and software build-related technologies
Experience with web technologies such as XHTML, JSF, SPML/SOAP
Familiarity with identity management provisioning systems such as Sun, Oracle, IBM, or Novell
Networking knowledge and exposure to application server clusters
Benefits
Health and wellness coverage: Medical, dental, and vision insurance
Disability coverage: Short-term and long-term disability
Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
Additional life coverage options: Supplemental life insurance for employees, spouses, and children
Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
Financial security: 401(k) Savings and Investment Plan with company matching
Time off benefits: Flexible vacation policy
Holidays: 8 paid holidays annually
Sick leave
Parental support: Paid parental leave
Employee Assistance Program (EAP) and Care Counselors
Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
Health Savings Account (HSA) with employer contribution
Company
SailPoint
SailPoint is an identity and access management provider helping organizations deliver and manage user access from any device.
1001-5000 employees
H1B Sponsorship
SailPoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (35)
2023 (29)
2022 (51)
2021 (20)
2020 (22)
Funding
Current Stage
Public CompanyTotal Funding
$26.08MKey Investors
Thoma Bravo
2022-04-11Acquired
2017-11-16IPO
2014-12-25Series Unknown· $0.25M
Leadership Team
Mark McClain
CEO & Founder
Brian Carolan
Chief Financial Officer (CFO)
Recent News
2025-12-20
2025-12-18
2025-12-18
Company data provided by crunchbase