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 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.* 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.* 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, 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.* 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 persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities:* Filing a complaint;* Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans;* Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or* Exercising any other right protected by section 503, VEVRAA or their implementing regulations.SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations. #J-18808-Ljbffr