24 Oct
|
Sailpoint Technologies
|
India
24 Oct
Sailpoint Technologies
India
Key Responsibilities
- Provide technical support to Sail Point 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 creative solutions.
- Demonstrate empathy, responsiveness, technical proficiency, and attention to detail.
- Work closely with internal teams (Engineering, Dev Ops, TAMs, CSMs) to resolve escalated cases.
📌 Senior Technical Support Engineer (India)
🏢 Sailpoint Technologies
📍 India