Manager, Technical Support (Information Technology)
Want to be on a team that full of results-driven individuals who are constantly seeking to innovate? Want to make an impact? At SailPoint, our Engineering team does just that. Our engineering is where high-quality professional engineering meets individual impact. Our team creates products are built on a mature, cloud-native event-driven microservices architecture hosted in AWS.
Responsibilities:
- Manage the SailPoint support team to provide first class post-sales support to SailPoint's customers.
- Set clear objectives, evaluate progress and instill a high performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
- Assist the Support Director and work with other regional Support Managers to plan for expected growth and meeting the needs of the business.
- Manage and improve standards and procedures within the team, where necessary.
- Manage the team and individual performance, technical and skills development.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- Review 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 with Support Engineers and set appropriate expectations with all parties and provide any necessary updates.
- Manage and proactively improve the customer experience, form initial contact to final case resolution.
- Work with the internal functions including Sales, Product Management, Engineering and other Service functions.
- 2+ years as a Customer Support Manager as part of a global team supporting enterprise level customers.
- 7+ years experience working in a customer support or service organization
- Track record of providing outstanding customer service with the ability to listen and empathize with the customer's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.
- Excellent written and verbal communication skills.
- Excellent organizational skills and ability to meet deadlines
- Case Management Systems, preferably Salesforce, including admin experience and knowledge of the Salesforce/JIRA integration.
- Experience supporting Identity Management Software, such as IdentityIQ, or similar products from Sun, Oracle, NetIQ, IBM, RSA, or CA.
- Technical Support Engineer background.
Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.
As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint's differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):
$95,300 - $136,100 - $176,900
Base salaries for employees based in other locations are competitive for the employee's home location.
Benefits Overview
1. Health and wellness coverage: Medical, dental, and vision insurance
2. Disability coverage: Short-term and long-term disability
3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children
5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
6. Financial security: 401(k) Savings and Investment Plan with company matching
7. Time off benefits: Flexible vacation policy
8. Holidays: 8 paid holidays annually
9. Sick leave
10. Parental support: Paid parental leave
11. Employee Assistance Program (EAP) and Care Counselors
12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
13. Health Savings Account (HSA) with employer contribution
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.
