L1 Technical Product Support - SailPoint

L1 Technical Product Support - SailPoint

HCLTech, Federal Territory of Kuala Lumpur, Malaysia

As a Technical Product Support and Services Engineer, you will support a customer’s journey by managing the strategic accounts to deliver SailPoint’s solutions and ensuring they are fully supported throughout. You will combine your experience with our world‑class product and process training to gain a deep understanding of our SaaS delivery practices.

• Be a key member of the SailPoint Services and Support team and provide first‑class post‑sales support to SailPoint’s customers.
• Assist the Support and Services Manager and work with other regional Support Engineers, Technical Account Managers, and Escalation Managers to plan for expected growth and meet the needs of the business.
• Participate in open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
• Assist in reviewing goals and team metrics and take appropriate action to ensure results are achieved or items addressed.
• Promptly manage any case escalations from customers or Customer Success Managers, set appropriate expectations with all parties and provide any necessary updates.
• Manage and proactively improve the customer experience, from initial contact to final case resolution.
• Work with the internal functions including Sales, Product Management, Engineering and other Service functions.
• Effectively resolve or help resolve customer support issues.
• Keep customers fully updated on the progress of their issues.
• Support for the Identity Security Cloud product in client environments.
• Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve out‑of‑the‑box issues.
• Works with clients pre‑ and post‑implementation for support concerns, including providing self‑service resources.
• Resolve or elevate cases, using our ISC Case Management System.
• Analyzing and developing Identity Security Cloud scripts using various programming languages.

Requirements

Preferred

Seniority Level

Employment Type

Job Function

Industries

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