SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.
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 – Senior Software Triage Engineer (Senior Application Support Engineer)
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:
Handling an 8am to 8pm US CST on call rotation every 7 weeks
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:
5+ 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:
Experience working with ticketing system
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 Senior Software Triage Engineer (Senior Application Support Engineer)
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 all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.