Senior Software Triage Engineer
- Sailpoint Technologies
- 4 - 9 years
- Remote
- 14 days ago
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Job Description
Responsibilities:
- Develop a deep technical understanding of SailPoint s Identity Security Cloud and its microservices-based architecture.
- Investigate and triage complex customer-reported issues by analyzing logs, debugging, and reproducing errors.
- 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.
Required Experience:
- 4+ years in a Support Level 2/ 3 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 in Java, Python, Ruby or other relevant language.
What We Look For:
- 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
- Familiarity with REST API, AWS, Kubernetes, Docker, OAuth2.0, Microservice Architecture Patterns.
- Experience with log analysis and debugging tools (e.g., Kibana (ELK Stack), Splunk, Datadog or similar).
- Strong problem-solving and analytical skills with a focus on evidence-based debugging.
- Excellent communication skills and ability to collaborate effectively across teams.
- Experience with the identity security industry, a plus.
30/60/90-Day Goals for Senior Software Triage Engineer (Application Support)
Within the First Month (0-30 Days)
- Onboard into the role, gaining familiarity with SailPoint s Identity Security Cloud and microservices-based architecture.
- Set up your local development and test environment, ensuring access to all necessary tools and repositories.
- Attend onboarding sessions to understand internal processes, team structure, and product offerings.
- Shadow senior engineers to learn triage workflows and issue resolution processes.
- Review documentation, codebases, and system architectures to build foundational backend knowledge.
- Gain hands-on experience with monitoring tools, logs, and debugging methodologies.
Within 3 Months (30-90 Days)
- Develop a strong understanding of product architecture, terminologies, and debugging processes.
- Start taking ownership of small triage tasks, debugging issues, and proposing fixes with guidance.
- Actively participate in standups, design discussions, and code reviews.
- Collaborate with cross-functional teams (Development, Support, DevOps) to resolve customer-impacting issues efficiently.
- Gain exposure to AWS-based deployments, microservices monitoring, and performance optimization.
- Begin contributing unit tests and small enhancements to microservices.
- Document recurring issues and solutions to improve internal knowledge sharing.
6 Months & Beyond (90+ Days)
- Take full ownership of end-to-end issue resolution, including triage, debugging, and implementing fixes.
- Contribute actively to backend development, improving microservices and implementing new features.
- Participate in on-call rotations to handle escalations and critical production issues.
- Identify and suggest improvements in monitoring, logging, and alerting mechanisms.
- Mentor junior engineers through training sessions and documentation updates.
- Enhance debugging and troubleshooting efficiency by automating recurring tasks where possible.
- Engage with stakeholders to proactively recommend improvements for system stability and performance.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Quality Assurance and TestingRole: Blockchain Quality Assurance EngineerEmployement Type: Full timeContact Details:
Company: Sailpoint TechnologiesLocation(s): Remote+ View Contact
Keyskills: Application support Backend Debugging Support services Issue resolution Troubleshooting Ruby Monitoring Python microservices
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