Senior Technical Support Engineer

Key Responsibilities

• Provide technical support to SailPoint customers and field personnel via phone, email, Teams, and GoToMeeting.
• Troubleshoot and resolve technical issues independently or in collaboration with Level 2 Support.
• Escalate complex problems to Level 2 Support with detailed documentation.
• Record solutions and best practices in the company knowledge base.
• Collaborate with Sales, Marketing, and Engineering teams to improve product quality and service.
• Clearly explain technical concepts to non-technical stakeholders.
• Document case progress and technical details throughout the support process.
• Participate in 24/7 on-call support rotations.
• Attend support review meetings, presenting challenging cases and innovative solutions.
• Demonstrate empathy, responsiveness, technical proficiency, and attention to detail.
• Work closely with internal teams (Engineering, DevOps, TAMs, CSMs) to resolve escalated cases.