Triage Engineer II

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. A Day in the Life:The Software Triage Engineer handles challenging issues which are escalated from the Support organization. You will use logging and debugging tools in conjunction with your understanding of our SaaS microservice architecture to perform forensic analysis to determine the root cause. You'll reproduce issues to point the development team toward solutions. You'll collaborate with the development organization to distribute tasks to the optimal teams for resolution. You’ll share your product improvement ideas and drive execution while helping to develop our quality discipline. Responsibilities:Develop a deep understanding of a sophisticated SaaS architecture consisting of dozens of microservicesDiagnose and organize resources to resolve complex cases escalated from SupportReproduce issues seen in the field to narrow down root causeOccasionally conference with customers to gather additional information and help them work through critical issuesMake suggestions for how the team can function more efficientlyRequired Experience:3+ years in a Support Level 2 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 ability in Java, Python, Ruby or other relevant languageWhat We Look For:Knowledge of data-driven development methodologiesPassion and expertise working with engineering, product, and support teamsKnowledge of current development strategies and trends across web and mobile platformsFamiliarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice Architecture PatternsExperience with debugging tool Kibana in the ELK stackCreative problem solvingEvidence-based analysis skillsExperience with the identity security industry, a plusBasic network connectivity troubleshootingSailPoint 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.