Senior Software Triage Engineer

* 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 Dev Ops 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.
* 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, OAuth
2.0, 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.
* 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.
* 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, Dev Ops) 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.
* 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.

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.

Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today’s most pressing threats.

The employment policy of SailPoint is to provide equal opportunity to all…