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L2 Technical Product Support - SailPoint Job Opening In Kuala Lumpur – Now Hiring HCLTech


Job description

L2 Technical Product Support - SailPoint

Location: HCLTech Federal Territory of Kuala Lumpur, Malaysia

Posted: 1 week ago

Role Summary

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.

Responsibilities

  • 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, form 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 escalate 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.

Additional Information

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 L2 Technical Potential: Insight & Career Growth Guide


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Are You Looking for L2 Technical Product Support SailPoint Job?

Great news! is currently hiring and seeking a L2 Technical Product Support SailPoint to join their team. Feel free to download the job details.

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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.

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HCLTech interview tips for L2 Technical Product Support   SailPoint

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