{"schemaVersion":"jobsearcher.job.v1","id":"defbbd40272d107379954df5","url":"https://jobsearcher.com/jobs/defbbd40272d107379954df5","canonicalUrl":"https://jobsearcher.com/jobs/defbbd40272d107379954df5","title":"Cloud Support Engineer","description":"Job Description\nSailPoint\nis the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.\nThe Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.\nWithin 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable.\nWithin 3 months:\nYou will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS).\nWithin 6 months:\nYou will ramp up to 50-60 tickets per quarter.\nWithin 1 year:\nYou will be able to manage 100 tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.\nResponsibilities:\nEffectively resolve or help resolve very complex and technical customer support issues.\nKeep customers fully updated on the progress of their issues until the resolution of their issues.\nSupport for the IdentityNow product in client environments at SailPoint\nWorks closely with all internal SailPoint teams including, DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.\nWorks with clients post implementation for support concerns, including providing self-service resources.\nRequirements:\n3-5+ years of support experience\nAt least 1 year working with a SaaS product or other IAM solution. Preferably IdentityNow.\nExperience or relevant technical experience within Information Security or Identity Access Management\nFamiliarity with common IAM tools and technologies (e.g., SSO, MFA, privileged access management, directory services).\nStrong understanding of IAM concepts, such as provisioning, access control, and authentication\nStrong understand and experience with REST API’s\nExperience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML\nExperience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms\nExperience with Databases (Oracle, Sybase, MSSQL, MySQL).\nExperience with Directories (LDAP, AD)\nNetwork troubleshooting skills\nNice to have Skills:\nExperience with SSO platforms\nExperience with enterprise systems (SAP, PeopleSoft)\nFamiliarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)\nSecurity software or internal IT audit experience\nKnowledge of programming languages such as Java, .NET or C++\nBenefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.\nAs a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):\n$56,490 - $80,700 - $104,910\nBase salaries for employees based in other locations are competitive for the employee’s home location.\nBenefits Overview\n1. Health and wellness coverage: Medical, dental, and vision insurance\n2. Disability coverage: Short-term and long-term disability\n3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)\n4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children\n5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account\n6. Financial security: 401(k) Savings and Investment Plan with company matching\n7. Time off benefits: Flexible vacation policy\n8. Holidays: 8 paid holidays annually\n9. Sick leave\n10. Parental support: Paid parental leave\n11. Employee Assistance Program (EAP) and Care Counselors\n12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options\n13. Health Savings Account (HSA) with employer contribution\nSailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.","company":"Sailpointtechnologies","rawCompany":"sailpointtechnologies","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:47:24.411Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Cloud Support Engineer","description":"Job Description\nSailPoint\nis the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.\nThe Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.\nWithin 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable.\nWithin 3 months:\nYou will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS).\nWithin 6 months:\nYou will ramp up to 50-60 tickets per quarter.\nWithin 1 year:\nYou will be able to manage 100 tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge.\nResponsibilities:\nEffectively resolve or help resolve very complex and technical customer support issues.\nKeep customers fully updated on the progress of their issues until the resolution of their issues.\nSupport for the IdentityNow product in client environments at SailPoint\nWorks closely with all internal SailPoint teams including, DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.\nWorks with clients post implementation for support concerns, including providing self-service resources.\nRequirements:\n3-5+ years of support experience\nAt least 1 year working with a SaaS product or other IAM solution. Preferably IdentityNow.\nExperience or relevant technical experience within Information Security or Identity Access Management\nFamiliarity with common IAM tools and technologies (e.g., SSO, MFA, privileged access management, directory services).\nStrong understanding of IAM concepts, such as provisioning, access control, and authentication\nStrong understand and experience with REST API’s\nExperience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML\nExperience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms\nExperience with Databases (Oracle, Sybase, MSSQL, MySQL).\nExperience with Directories (LDAP, AD)\nNetwork troubleshooting skills\nNice to have Skills:\nExperience with SSO platforms\nExperience with enterprise systems (SAP, PeopleSoft)\nFamiliarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)\nSecurity software or internal IT audit experience\nKnowledge of programming languages such as Java, .NET or C++\nBenefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.\nAs a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):\n$56,490 - $80,700 - $104,910\nBase salaries for employees based in other locations are competitive for the employee’s home location.\nBenefits Overview\n1. Health and wellness coverage: Medical, dental, and vision insurance\n2. Disability coverage: Short-term and long-term disability\n3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)\n4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children\n5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account\n6. Financial security: 401(k) Savings and Investment Plan with company matching\n7. Time off benefits: Flexible vacation policy\n8. Holidays: 8 paid holidays annually\n9. Sick leave\n10. Parental support: Paid parental leave\n11. Employee Assistance Program (EAP) and Care Counselors\n12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options\n13. Health Savings Account (HSA) with employer contribution\nSailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.","datePosted":"2026-04-12T20:47:24.411Z","dateModified":"2026-04-12T20:47:24.411Z","hiringOrganization":{"@type":"Organization","name":"Sailpointtechnologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"defbbd40272d107379954df5"},"url":"https://jobsearcher.com/jobs/defbbd40272d107379954df5"}}