Remote Sailpoint Support Engineer

IDMWORKS is an award-winning identity and access management (IAM) solutions firm that has been serving a wide range of sectors since its inception in 2004. As a firm that’s purely focused on IAM, IDMWORKS offers a comprehensive range of services designed to enable enterprises to effectively manage, secure and scale employee and customer access to systems, data, and software applications. This specialized service empowers organizations across key industries, including banking and finance, commercial and retail, healthcare, higher education, and government, to ensure secure and efficient access management.

IDMWORKS has been a pioneer in remote-work for 20 years with teams operating across the US, Canada and India. This approach has helped establish themselves as a leader in the field of IAM with their commitment to securing businesses and facilitating seamless interactions between companies, their customers, partners, and employees. This dedication has driven transformative growth in the organizations they serve.

Ready to become an integral member of a tight-knit team of IAM pros with a relentless commitment to delivering amazing customer experiences that create an environment where long-term business partnerships flourish? We anticipate what our customers need, chart a course for their success, and walk alongside them every step of the way.

Primary Responsibilities:

Provide real time resolution on a wide range of technical and non-technical customer issues.

Perform problem management – root cause analysis and provide resolution / workarounds.

Troubleshoot and actively work on major incidents (P1) Escalate the issue to Sr. Analyst / L3 team within SLAs for complex incidents.

Document FAQs, artifacts, and other knowledge management documents

Perform development and enhancement activities based on customer requirements.

Willingness to receive calls and support during off-office hours and over weekend (as required)

Enhance the knowledge by learning new technology (primary and secondary skill)

Provide assistance and cover for other team members when required.

Experience

2 - 5 years of support experience providing L2 support

2 - 5 years of relevant and recent experience related to Sailpoint IIQ or Identity Now (IDN)

Knowledge and hands-on experience with any of the following IAM components required:

-Identity Governance & Administration

-Access Management

-SSO/Federation

-Privileged Access Management

-Enterprise Directories

2+ year of experience in information technology

Knowledge Requirements

Understanding of source control and support tools like ServiceNow, IIQ, Service Cloud etc.

Knowledge of Windows Server, SQL Server, IIS, Unix/Linux, and basic networking

Ability to understand and enhance programming logic written in Java, XML, SQL, Perl etc.

Experience with web application servers (Tomcat, WebSphere, WebLogic, JBOSS, etc.)

Knowledge of enterprise directories (LDAP, Active Directory, etc.)

ITIL v3 Foundation or above is a plus.

Good communication and interpersonal skills

Good analytical approach and problem-solving skills.

IDMWORKS is a forward-thinking company dedicated to providing top-tier identity and access management solutions. Their comprehensive offerings, coupled with their unmatched industry expertise and proven outcomes make them a valuable partner for enterprises needing to enhance their IAM program.

IDMWORKS provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IDMWORKS will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]