Support Engineer

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Acts as the primary contact for technical support inquiries from customers based in Korea as well as global clients.

• Delivers technical assistance to SailPoint APJ customers and field staff through various communication channels.

• Diagnose and resolve intricate technical issues related to SailPoint Software/SaaS products reported by our clients.

• Record solutions to problems in the company's knowledge database.

• Collaborate with Sales, Marketing, and Engineering teams to enhance product service, design, and quality.

• Work closely with DevOps, Sustaining, Engineering, and the broader Support team to address Out-Of-The-Box challenges.

• Partner with the Designated Senior Support team to focus on customer tickets.

• Lead responses to escalations.

• Conduct regular review calls for Support tickets with accounts to ensure ticket prioritization and customer expectations are met.

• Proactively eliminate any customer or internal obstacles hindering problem resolution.

• Offer guidance and encouragement for product adoption, and assist with technical inquiries regarding SailPoint’s offerings.

• Manage the status and communication of Support tickets, both internally and externally.

• Collaborate with support management to coordinate responses beyond the capabilities of the TAMs.

• Conduct routine evaluations of service delivery quality, assess industry threats, and gather feedback on service performance.

• Work in tandem with Customer Success Managers to ensure that SailPoint's post-sales experience surpasses customer expectations.

⛳️ Requirements

• Over 5 years of experience in software support, particularly in customer-facing technical support roles within enterprise security software companies.

• Demonstrated ability to seek, learn, and effectively utilize technical information from various sources, including documentation, online resources, practical testing, and insights from other technical professionals.

• Experience managing support tickets and responses based on SLAs as defined by ticket priorities.

• Capability to provide thorough and detailed descriptions of issues and features to product developers and managers, and to maintain organized updates on descriptions, statuses, and relevant information.

• Proficient in Database Administration (Oracle, Sybase, MSSQL, MySQL).

• Familiar with both Windows and Unix (Linux, Sun, HP, AIX) operating systems.

• Experience with XML, SQL, and a J2EE/Java EE 5 Application Server like Tomcat, WebSphere, or WebLogic.

• Knowledge of programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j.

• Experience with identity management provisioning systems (Sun, Oracle, IBM, Novell) is advantageous.

• Understanding and practical knowledge of Cloud concepts, microservices, and CI/CD pipelines.

• Familiarity with SailPoint’s product suite is preferred, though not mandatory.

• Proficient in Korean and English, with strong skills in speaking, reading, and writing.

• Excellent written and verbal communication skills, with a proven ability to listen and empathize with customers' situations and apply different interpersonal interaction techniques as needed.

🏝️ Benefits

• 24x7 on-call support through a rotation schedule.