Triage Engineer

* This is a remote position; however you will also have access to an office for team gatherings and planning sessions as needed. Due to the requirements of UAE customers this position requires being physically located in the UAE. In-person interviews will be required.

About SailPoint:

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.

Built on a foundation of AI and ML our Identity Security Cloud Platform Atlas delivers the right level of access to the right identities and resources at the right timematching the scale velocity and changing needs of todays cloud-oriented modern enterprise.

About the role:

As a DevOps / Triage Engineer you will be a key player on the Infrastructure and Platform Services team servicing the Identity Security Cloud platform. You will be responsible for DevOps and Triage work in our UAE region. You will proactively work with Engineering Product Services and other functional departments to implement and operate our global customer-facing SaaS infrastructure.
The ideal candidate will be a self-starter who enjoys a fast-paced job thrives on problem solving and is committed to delivering seamless product availability to large enterprises around the world.

You will be a member of the UAE DevOps team that performs triage and DevOps work for our product running in the UAE region. You will be the first line of defense for complex technical issues escalated from Support Level 1 & 2 teams. Your role will combine applying changes to our production environment in UAE and to diagnosing reproducing and driving resolutions for challenging problems in a SaaS-based microservices architecture. You will collaborate with engineering product and DevOps teams to improve the stability and performance of our cloud platform. You will partner with leaders at all levels across the organization on making our product work while meeting data sovereignty requirements.

Due to the requirements of UAE customers this position requires being physically located in the UAE.

About the team:

The UAE DevOps team will work together to implement maintain and support our SailPoint products in the UAE region in AWS. The team will provide hands on implementation and support in AWS in the UAE region for our SaaS products.

Roadmap for success:

Within first 30 days:

• Onboard into your new role

• Learn about our product offering and technology

• Proactively meet peers and stakeholders

• Set up your test and development environment.

• Learn the tools used for DevOps work

• Begin learning how to investigate and triage customer reported issues

By 90 days:

• Collaborate on projects with team members and other teams

• Be fully integrated with the team join the on-call rotation to support our product

• Work closely with Support Engineering and DevOps teams to escalate and resolve critical incidents efficiently.

• Collaborate with Support to gather additional information and guide them through issue resolution.

• Contribute to root cause identification and help implement long-term fixes.

• Suggest process improvements to enhance troubleshooting efficiency.

• Maintain and enhance knowledge base documentation to improve internal and customer-facing support resources.

• Investigate and triage complex customer-reported issues by analyzing logs debugging and reproducing errors.

• Develop a technical understanding of SailPoints Identity Security Cloud and its microservices-based architecture.

By 6 months:

• Investigate and triage complex customer-reported issues by analyzing logs debugging and reproducing errors.

• Independently handle any on-call incidents

• Collaborate with other teams to bring new features and services into production in the UAE region

• Proactively meet standards for information security and compliance (suach as ISO SOC SSAE 16 etc.)

Requirements:

Background & Experience:

• Experience in 24x7 production operations preferably supporting a highly available environment for a SaaS or cloud service provider

• Experience with cloud infrastructure environments preferably AWS

• Experience with Kubernetes and tools like ArgoCD

• Strong understanding of microservices architecture and debugging distributed systems.

• Passion and expertise working with engineering product and support teams

• Knowledge of current development strategies and trends across web and mobile platforms

• Release automation (Jenkins etc) system administration system configuration and system debugging experience

• Experience using scripting languages (Python Bash PowerShell etc.) and infrastructure-as-code tools (Terraform)

• Strong understanding of system and networking concepts and troubleshooting techniques

• Strong interpersonal and teaming skills - ability to set and enforce process and influence engineers who are not direct reports.

• Ability to operate in an agile entrepreneurial start-up environment.

Education (preferred not required):

• Bachelors degree in Computer Science or other technical discipline or equivalent experience

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 or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.