Support Engineer (2019CSD13002)

Job title: Cloud Support Engineer | KOREA

Looking for passionate Support Engineer based in Korea, this position as Cloud Support Engineer (part of our Global Customer Support Team) is responsible for working directly with esteemed  SailPoint customers in a high octane environment to identify, troubleshoot, and resolve complex technical problems directly or in conjunction with our engineering team this role is part of SailPoint Customer Success team.

The SailPoint Cloud Support Engineer as primary role will be responsible to provide the best possible customer service to the company’s most important customers. They bring deep knowledge of SailPoint’s products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance.

This role will be based in Korea.

The role may spread as a Technical Account Manager | Technical Support Engineer to be  Hybrid and elite role in SailPoint’s customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. To that end, TAMs support a small set of customers based in Korea, typically 6 to 8. This role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations.

Responsibilities:

·      Serves as main point of contact for technical support issues for Korea based customer and also global customers.

·      Provide technical support to SailPoint APJ customers and field personnel via multiple channels.

·      Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS product issues reported by our customers.

·      Document problem solutions in company knowledge base.

·      Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.

·      Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.

·      Works closely with the Designated Senior Support team focused on customer’s tickets

·      Leads escalation responses.

·      Provide 24x7 on-call support via rotation schedule.

·      Conducts regular Support ticket review calls with their accounts to ensure ticket prioritization and customer expectations are understood

·      Drives elimination of any customer or internal bottlenecks impeding problem resolution

·      Provides proactive guidance, encourages adoption, and assists with technical questions regarding SailPoint’s products

·      Manages the status and internal/external communication of Support tickets

·      Collaborates with support management to orchestrate support response beyond the TAMs direct capability

·      Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery

·      Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.

Requirements:

·      5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies

·      Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals

·      Experience is handling support tickets and response based on SLA as per priorities defined in the tickets.

·      Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL)

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

·      Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic

·      Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j

·      Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus

·      Understanding & working knowledge of Cloud concepts, microservices, CI/CD pipeline etc.

·      Experience with SailPoint’s product suite is preferred but not required

·      Must be proficient in Korea and English in speaking, reading & writing.

·      Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer’s situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.

Education:

·      BA/BS or global equivalent experience

·      CS or Engineering degree a plus

Location:

·       Korea and some travel to Singapore or Australia or HQ, APJ locations may be required for team events.

The Path to Success in this Role

Within the first 30 days:

·      SailPoint Overview: Learn about the company’s history, mission and
core values.

·      Mentorship: Meet your buddy and set up Bi-weekly meetings & 1 to
1’s with your manager.

·      Meeting the regional and global team.

·      Get Access to Support resources.

·      Complete Product and Support Process training.

·      Complete internal training.

60 days:

·      Shadowing the buddy on handling tickets.

·      Brainstorming on resolutions.

·      Attending daily scrum meetings.

·      Familiarizing with troubleshooting approach.

90 days:

·      Start to own P3/P4 tickets with limited capacity.

·      Write KB articles.

·      Schedule customer meetings for troubleshooting.

·      Learn the P1 or major incident responsibilities.

·      Learn the weekend On call process.

·      Learn inbox buddy responsibilities.

180 days:

·      Be on full dispatch for all tickets (P1, P2, P3, P4)

·      Be On-call rota basis.

·      Strengthen technical knowledge to become SME in the product.

·      Improve TTR to monitor and reduce.

·      Manage caseload and time management.

·      Write KB articles.

·      Participate in internal Support team projects.

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.