SailPoint is the leader in identity security for cloud enterprises. 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.
We are seeking a highly skilled and experienced Software Application Support Engineering Manager to lead our team of Level 3 Customer Support Software Engineers. In this role, you will be responsible for overseeing the verification of customer-reported issues, determining whether they are bugs or not, and ensuring timely resolution. As appropriate you will partner with engineering teams to resolve issues and enhance support tooling and practices.
Due to participation on FedRAMP projects, US Citizenship is required to be considered for this role.
Responsibilities:
Lead and manage an international team of Level 3 Customer Support Software Engineers, providing guidance, mentorship, and support to ensure optimal performance and productivity.
Oversee the verification and remediation processes for customer-reported issues, collaborating with cross-functional teams including development, product management, and customer support.
Define and maintain standard operating procedures for issue verification, ensuring consistency and accuracy in the assessment of reported issues.
Prioritize and assign tasks to team members, ensuring customer issues are addressed quickly and according to operating level agreements (OLAs).
Conduct regular performance evaluations and provide constructive feedback to team members, identifying areas for improvement and facilitating professional development opportunities.
Act as a point of escalation for complex or high-priority customer issues, working closely with internal stakeholders to drive resolution and customer satisfaction.
Monitor key performance indicators (KPIs) related to issue verification and resolution, analyzing trends and implementing process improvements as needed.
Stay current with industry best practices and emerging technologies in customer support and software engineering, leveraging this knowledge to enhance team capabilities and effectiveness.
Foster a collaborative and inclusive team culture, promoting knowledge sharing, innovation, and continuous improvement.
Plan staffing requirements and hire skilled team members to meet business goals.
Qualifications:
Minimum of 8 years of experience in software engineering, technical support, or a related field, with a focus on customer issue verification and resolution.
At least 4 years of proven leadership experience, with a track record of successfully managing and developing high-performing teams.
MUST be able to read code and identify issues in Java, JavaScript, Python, and Golang for example
Experience with tools like Grafana, Prometheus, Jira, Confluence, GitHub, Open Search, Splunk or Sumo Logic
Strong technical background, with expertise in software development methodologies, debugging techniques, and issue tracking systems.
Strategic thinker, able to come up with out of the box solutions, while having strong operational excellence skills to drive strong execution of the team’s vision and operational metrics.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interact with customers.
Analytical mindset with the ability to gather and interpret data to drive decision-making and process improvement initiatives.
Detail-oriented with a commitment to quality and customer satisfaction.
Experience working in a fast-paced, dynamic environment with changing priorities and deadlines.
Education:
Bachelor's degree in Computer Science, Engineering, or a related field is preferred, not required.
Certifications such as PMP, or Scrum Master are a plus.
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.