Support Engineer

Job Description

Join our team as a Support Engineer and be the primary technical contact for our customers in Korea and around the globe. You'll provide essential technical assistance to SailPoint APJ customers and field staff via multiple channels. Your responsibilities will include: Troubleshooting and resolving complex technical problems with SailPoint Software/SaaS products. Creating detailed documentation of problem resolutions in our company knowledge base. Collaborating with Sales, Marketing, and Engineering to improve our product service, design, and overall quality. Working closely with DevOps, Sustaining, Engineering, and the Support team to address out-of-the-box issues. Working in tandem with the Designated Senior Support team to manage customer tickets effectively. Spearheading escalation responses and conducting regular Support ticket review calls with accounts to ensure clear prioritization and customer satisfaction. Identifying and removing customer or internal roadblocks to problem resolution. Providing proactive guidance, promoting product adoption, and answering technical questions about SailPoint's products. Managing the status and communication for Support tickets, both internally and externally. Partnering with support management to deliver comprehensive support beyond the TAM's capabilities. Conducting regular service delivery quality reviews, analyzing industry threats, and gathering service delivery feedback. Collaborating with Customer Success Managers to ensure SailPoint's post-sales experience exceeds customer expectations.

Qualifications

1. 5+ years' experience in software support, with a focus on customer-facing technical support, preferably within enterprise security software companies. 2. Proven ability to find, learn, and use technical information from documentation, online resources, testing, and input from other technical professionals. 3. Experience handling support tickets and responses based on SLA priorities. 4. Ability to provide detailed problem and feature descriptions to product developers and managers, updating information in an organized manner. 5. Experience in Database Administration (Oracle, Sybase, MSSQL, MySQL). 6. Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms. 7. Experience with XML, SQL, and J2EE / Java EE 5 Application Servers like Tomcat, WebSphere, or WebLogic. 8. Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j. 9. Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) is a plus. 10. Knowledge of Cloud concepts, microservices, and CI/CD pipelines. 11. Experience with SailPoint’s product suite is preferred. 12. Fluency in Korean and English (speaking, reading, writing). 13. Excellent written and verbal communication skills, with empathy for customer situations and the ability to adapt interpersonal techniques.

Benefits

- 24x7 on-call support via rotation schedule