Provide technical support to SailPoint customers and field personnel via multiple channels, including ticketing system, telephone, email and remote access.
Troubleshoot and resolve complex technical problems reported by our customers.
Work closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
Deliver product fixes and patches to customers.
Document problem solutions in the company knowledge base.
Collaborate with Sales, Marketing, and Engineering to improve product service, design, and quality.
Clearly present technical concepts .
Meticulously document case progress and technical details throughout the support case lifecycle.
Provide 24x7 on-call support via the rotational schedule.
Participate in recurring support review meetings, presenting challenging cases and new ideas to the support team.
Impress our customers with empathy , responsiveness , technical ability and attention to detail .
