Offer summary

Qualifications:

3+ years in a Support Level 2/3 or equivalent role in B2B Enterprise Software, preferably SaaS., Basic understanding of object-oriented programming in languages like Java, Python, or Ruby., Strong knowledge of microservices architecture and debugging distributed systems., Excellent communication skills and ability to collaborate effectively across teams..

Key responsibilities:

Diagnose and resolve complex technical issues escalated from Support Level 1 & 2 teams.

Collaborate with engineering, product, and DevOps teams to improve system reliability and performance.

Maintain and enhance knowledge base documentation for internal and customer support resources.

Contribute to root cause identification and suggest process improvements for troubleshooting efficiency.

Job description

Overview of the Business
At SailPoint Technologies, we are committed to delivering exceptional customer
experiences. Recognized as a leader in Identity Security, we have consistently ranked
highest in customer satisfaction within the IAM industry by Gartner and Forrester Wave.
A career in Triage Engineering at SailPoint offers rich technical challenges and
opportunities to work closely with engineering and product teams to ensure system
reliability and customer success. If you thrive in a fast-paced, problem-solving
environment, we’d love to have you on our team!
About the Role – Triage Engineer (Application Support)
As a Triage Engineer, you will be the first line of defense for complex technical issues
escalated from Support Level 1 & 2 teams. Your role is to diagnose, reproduce, and
drive resolutions for challenging problems in a SaaS-based microservices architecture.
You will collaborate with engineering, product, and DevOps teams to improve the
stability and performance of our cloud platform.
Responsibilities:

Develop a deep technical understanding of SailPoint’s Identity Security Cloud and its microservices-based architecture.
Investigate and triage complex customer-reported issues by analyzing logs,
debugging, and reproducing errors.
Work closely with Support, Engineering, and DevOps teams to escalate and resolve critical incidents efficiently.
Collaborate with Support to gather additional information and guide them through issue resolution.
Contribute to root cause identification and help implement long-term fixes.
Suggest process improvements to enhance troubleshooting efficiency.
Maintain and enhance knowledge base documentation to improve internal and customer-facing support resources.

Required Experience:

3+ years in a Support Level 2/ 3 or equivalent and higher, Site Reliability, Sustaining, or Implementation organization of B2B Enterprise Software (SaaS preferred, on-premise welcome).
Basic object-oriented code and script comprehension in Java, Python, Ruby or other relevant language.

What We Look For:

Strong understanding of microservices architecture and debugging distributed systems.
Passion and expertise working with engineering, product, and support teams.

Knowledge of current development strategies and trends across web and mobile

platforms

Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice

Architecture Patterns.

Experience with log analysis and debugging tools (e.g., Kibana (ELK Stack),

Splunk, or similar).

Strong problem-solving and analytical skills with a focus on evidence-based

debugging.

Excellent communication skills and ability to collaborate effectively across teams.
Experience with the identity security industry, a plus.

30/60/90-Day Goals for Triage Engineer (Application Support)
Within the First Month (0-30 Days)

Onboard into the role, gaining familiarity with SailPoint’s Identity Security Cloud

and microservices-based architecture.

Set up your local development and test environment, ensuring access to all

necessary tools and repositories.

Attend onboarding sessions to understand internal processes, team structure,

and product offerings.

Shadow senior engineers to learn triage workflows and issue resolution

processes.

Review documentation, codebases, and system architectures to build

foundational backend knowledge.

Gain hands-on experience with monitoring tools, logs, and debugging

methodologies.
Within 3 Months (30-90 Days)

Develop a strong understanding of product architecture, terminologies, and debugging processes.
Start taking ownership of small triage tasks, debugging issues, and proposing fixes with guidance.
Actively participate in standups, design discussions, and code reviews.
Collaborate with cross-functional teams (Development, Support, DevOps) to resolve customer-impacting issues efficiently.
Gain exposure to AWS-based deployments, microservices monitoring, and performance optimization.
Begin contributing unit tests and small enhancements to microservices.
Document recurring issues and solutions to improve internal knowledge sharing.

6 Months & Beyond (90+ Days)

Take full ownership of end-to-end issue resolution, including triage, debugging, and implementing fixes.
Contribute actively to backend development, improving microservices and implementing new features.
Participate in on-call rotations to handle escalations and critical production issues.

Identify and suggest improvements in monitoring, logging, and alerting mechanisms.
Mentor junior engineers through training sessions and documentation updates.
Enhance debugging and troubleshooting efficiency by automating recurring taskswhere possible.
Engage with stakeholders to proactively recommend improvements for system stability and performance.

SailPoint 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.

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