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L1 Technical Product Support - SailPoint Job Opening In Kuala Lumpur – Now Hiring HCLTech


Job description

L1 Technical Product Support - SailPoint

HCLTech, Federal Territory of Kuala Lumpur, Malaysia

As a Technical Product Support and Services Engineer, you will support a customer’s journey by managing the strategic accounts to deliver SailPoint’s solutions and ensuring they are fully supported throughout.

You will combine your experience with our world‑class product and process training to gain a deep understanding of our SaaS delivery practices.

  • Be a key member of the SailPoint Services and Support team and provide first‑class post‑sales support to SailPoint’s customers.

  • Assist the Support and Services Manager and work with other regional Support Engineers, Technical Account Managers, and Escalation Managers to plan for expected growth and meet the needs of the business.

  • Participate in open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

  • Assist in reviewing goals and team metrics and take appropriate action to ensure results are achieved or items addressed.

  • Promptly manage any case escalations from customers or Customer Success Managers, set appropriate expectations with all parties and provide any necessary updates.

  • Manage and proactively improve the customer experience, from initial contact to final case resolution.

  • Work with the internal functions including Sales, Product Management, Engineering and other Service functions.

  • Effectively resolve or help resolve customer support issues.

  • Keep customers fully updated on the progress of their issues.

  • Support for the Identity Security Cloud product in client environments.

  • Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve out‑of‑the‑box issues.

  • Works with clients pre‑ and post‑implementation for support concerns, including providing self‑service resources.

  • Resolve or elevate cases, using our ISC Case Management System.

  • Analyzing and developing Identity Security Cloud scripts using various programming languages.

Requirements

  • 3‑5+ years of information technology/product support experience.

  • Individual possesses excellent language ability either in Mandarin/Japanese/Korean
  • Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve issues.

  • Excellent communication skills, both verbal and written, with the ability to communicate technical details in a clear, concise, understandable manner.

  • Experience or relevant technical experience within Information Security, Identity Access Management, or System Administration.

  • Familiarity with common IAM tools and technologies (SSO, MFA, Privileged Access Management).

  • Broad understanding of IAM concepts, such as provisioning, access control, lifecycle management, and authentication.

  • Working knowledge and deep experience working with REST APIs.
  • Experience with HCM Systems (Examples: Workday, Oracle, SuccessFactors, etc.).

  • Experience setting up and installing software on both Windows and Linux Platforms.

  • Experience with Directories and Directory Services (Examples: Entra, Active Directory, LDAP).

  • Experience with the following technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, Web and Application Servers.

  • Knowledge of programming and scripting languages (Examples: Java, .NET or C++, Shell, PowerShell).

Preferred

  • Security software or internal IT audit experience.

  • Experience with ServiceNow implementation.

  • Experience with SSO/SAML platforms.

  • Experience with cloud technologies, such as Azure, AWS, GCP.

  • Experience with enterprise systems (Examples: SAP, Oracle, PeopleSoft).

  • Experience with Databases (Examples: Oracle, Sybase, MSSQL, MySQL).

  • Experience managing and troubleshooting TLS certificates.

  • Experience with automation tools (Examples: Microsoft Power Automate or Okta Workflows).

  • Understanding of KCS (Knowledge Centered Service) and creating knowledge base articles.

Seniority Level

  • Mid‑Senior level

Employment Type

  • Full‑time

Job Function

  • Information Technology

Industries

  • IT Services and IT Consulting

#J-18808-Ljbffr

Required Skill Profession

It & Technology


  • Job Details

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Unlock Your L1 Technical Potential: Insight & Career Growth Guide


Real-time L1 Technical Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for L1 Technical in Kuala Lumpur, Malaysia, highlighting market share and opportunities for professionals in L1 Technical roles.

2246 Jobs in Malaysia
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580 Jobs in Kuala Lumpur
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Download L1 Technical Jobs Trends in Kuala Lumpur and Malaysia

Are You Looking for L1 Technical Product Support SailPoint Job?

Great news! is currently hiring and seeking a L1 Technical Product Support SailPoint to join their team. Feel free to download the job details.

Wait no longer! Are you also interested in exploring similar jobs? Search now: .

The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at HCLTech adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Malaysia laws and regulations

What Is the Average Salary Range for L1 Technical Product Support SailPoint Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Kuala Lumpur. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for L1 Technical Product Support SailPoint?

Key qualifications for L1 Technical Product Support SailPoint typically include It & Technology and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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Interview Tips for L1 Technical Product Support SailPoint Job Success

HCLTech interview tips for L1 Technical Product Support   SailPoint

Here are some tips to help you prepare for and ace your L1 Technical Product Support SailPoint job interview:

Before the Interview:

Research: Learn about the HCLTech's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

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Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your L1 Technical Product Support SailPoint interview at HCLTech, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the HCLTech's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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