Software Support Engineering Manager
SailPoint is the leader in identity security for cloud enterprises. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.
We are seeking a highly skilled and experienced Software Support Engineering Manager to lead our team of level 3 customer support software engineers. In this role, you will be responsible for overseeing the verification of customer-reported issues, determining whether they are bugs or not, and ensuring timely resolution. As appropriate you will partner with engineering teams to resolve issues and enhance support tooling and practices.
Responsibilities:· Lead and manage a team of level 3 customer support software engineers, providing guidance, mentorship, and support to ensure optimal performance and productivity.
· Oversee the verification and remediation processes for customer-reported issues, collaborating with cross-functional teams including development, product management, and customer support.
· Define and maintain standard operating procedures for issue verification, ensuring consistency and accuracy in the assessment of reported issues.
· Prioritize and assign tasks to team members, ensuring customer issues are addressed quickly and according to operating level agreements (OLAs).
· Conduct regular performance evaluations and provide constructive feedback to team members, identifying areas for improvement and facilitating professional development opportunities.
· Act as a point of escalation for complex or high-priority customer issues, working closely with internal stakeholders to drive resolution and customer satisfaction.
· Monitor key performance indicators (KPIs) related to issue verification and resolution, analyzing trends and implementing process improvements as needed.
· Stay current with industry best practices and emerging technologies in customer support and software engineering, leveraging this knowledge to enhance team capabilities and effectiveness.
· Foster a collaborative and inclusive team culture, promoting knowledge sharing, innovation, and continuous improvement.
· Plan staffing requirements and hire skilled team members to meet business goals.
Qualifications:· Minimum of 8 years of experience in software engineering, technical support, or a related field, with a focus on customer issue verification and resolution. Including a minimum of 3 years in a managerial capacity.
· Proven leadership experience, with a track record of successfully managing and developing high-performing teams.
· Strong technical background, with expertise in software development methodologies, debugging techniques, and issue tracking systems.
· Strategic thinker, able to come up with out of the box solutions, while having strong operational excellence skills to drive strong execution of the team’s vision and operational metrics.
· Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interact with customers.
· Analytical mindset with the ability to gather and interpret data to drive decision-making and process improvement initiatives.
· Detail-oriented with a commitment to quality and customer satisfaction.
· Experience working in a fast-paced, dynamic environment with changing priorities and deadlines.
Education:
· Bachelor's degree in Computer Science, Engineering, or a related field is a plus.
· Certifications such as PMP, or Scrum Master are a plus.
What Success Looks Like:
30 Days
Build strong relationships with team members, peers, and cross-functional stakeholders.
Gain a clear understanding of SailPoint’s support processes, tools, and escalation workflows.
Assess the current state of the triage team’s workload, priorities, and performance metrics.
Begin shadowing and actively participating in high-priority issues to understand customer impact.
60 Days
Establish clear expectations, goals, and performance standards with team members.
Identify and begin implementing quick wins to improve issue verification speed and accuracy.
Drive improvements in team workflows by refining standard operating procedures.
Partner with engineering and product management to align on escalation handling and root cause analysis.
Provide leadership feedback to senior management on staffing, tooling, and process gaps.
180 Days
Demonstrate measurable improvement in KPIs.
Build a reputation across engineering, product, and customer support as a trusted partner and escalation leader.
Ensure the team is operating with consistency, accountability, and strong collaboration practices.
Lead hiring or onboarding of new team members as needed, building a stronger and more scalable team.
Drive a culture of continuous improvement, where learnings from escalations feed back into product quality and customer experience.
Be seen as a proactive, strategic leader who strengthens both the triage team and SailPoint’s overall customer support experience.
SailPoint is an equal opportunity employer, and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
