Role Summary
We are seeking a Senior Demo Engineer to join our global Demo Engineering team, serving as the lead escalation point for technical operations and demo environment tickets within the EMEA region. In this role, you will ensure the reliability, performance, and availability of demo environments used daily by Sales Engineers and field teams.
You will bring strong SaaS technical support experience alongside solid knowledge of cloud infrastructure, specifically AWS EC2 and AWS Systems Manager (SSM). You will be responsible for diagnosing complex issues, streamlining ticket escalations, maintaining system health, and enhancing demo platform automation.
Key Responsibilities
Regional Escalation & Technical Support
- Serve as the primary senior technical contact and escalation point for all EMEA demo environment issues and support tickets.
- Perform deep technical triage, root-cause analysis, and rapid remediation for environment failures, configuration drift, and service interruptions.
- Partner closely with regional Sales Engineers (SEs) to provide timely ticket updates, operational guidance, and resolution SLAs.
Cloud Infrastructure & Systems Operations
- Manage, configure, and maintain virtual server infrastructure hosting demo environments primarily built on AWS EC2.
- Use AWS Systems Manager (SSM) for patch management, remote execution, parameter storage, and system maintenance across regional fleet instances.
- Monitor service health, application availability, and performance metrics to proactively prevent environment downtime.
SaaS Environment Maintenance & Quality Assurance
- Oversee SaaS tenant configurations, API integration points, and identity provider setups required for live SE demonstrations.
- Maintain consistency and baseline stability across regional tenant environments.
Automation & Process Improvement
- Identify opportunities to automate repetitive support tasks, environment provisioning, and health checks.
- Develop and maintain automated test scripts and orchestration playbooks to improve platform stability and setup efficiency.
Qualifications & Requirements
- Experience: 5+ years of technical support, systems engineering, or demo engineering experience in SaaS or enterprise software environments.
- AWS Core Knowledge: Deep working experience with AWS EC2 instance management, networking basics (VPCs, Security Groups), and AMI maintenance.
- Systems Administration: Strong expertise in AWS Systems Manager (SSM) for fleet management, maintenance windows, and automation runbooks.
- SaaS Support Mastery: Proven track record in Tier 2/3 technical support, troubleshooting web applications, APIs, authentication mechanisms, and browser/client-side integrations.
- Problem-Solving & Escalation Ownership: Ability to independently manage high-priority technical escalations under tight deadlines while maintaining clear communication.
- Communication: Excellent verbal and written English communication skills to support cross-functional stakeholders across the EMEA region.
Preferred / Bonus Skills
- Multi-Cloud Agent Platform Management: Experience building, deploying, or managing AI agents using platform-native services such as Amazon Bedrock Agents, Google Cloud Vertex AI Agent Builder (Gemini Enterprise Agent Platform), and Azure AI Foundry / Microsoft Copilot Studio.
- Test & Task Automation: Hands-on experience with end-to-end browser automation tools (e.g., Playwright, Selenium, or Cypress).
- Configuration Management: Experience with infrastructure-as-code or automation frameworks such as Ansible, Chef, Puppet, or Terraform.
- Scripting: Proficiency in Python, Bash, or PowerShell for operational automation.
- Domain Experience: Knowledge of Identity Governance and Administration (IGA), IAM, or enterprise security architectures.
What Success Looks Like in 90 Days
- First 30 Days: Complete onboarding on the Demo Engineering architecture, gain access to core AWS environments, and shadow regional ticket workflows.
- First 60 Days: Take primary ownership of EMEA escalation tickets, managing triage through resolution while maintaining baseline SLA targets.
- First 90 Days: Identify key friction points in EMEA environment reliability and deliver at least one automation or tooling improvement.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
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.
