Role Summary We are seeking a Senior Demo Engineer to join our global Demo Engineering team, serving as the lead escalation point for technical operations and demo environment tickets within the EMEA region. In this role, you will ensure the reliability, performance, and availability of demo environments used daily by Sales Engineers and field teams. You will bring strong SaaS technical support experience alongside solid knowledge of cloud infrastructure, specifically AWS EC2 and AWS Systems Manager (SSM). You will be responsible for diagnosing complex issues, streamlining ticket escalations, maintaining system health, and enhancing demo platform automation. Key Responsibilities Regional Escalation & Technical Support Serve as the primary senior technical contact and escalation point for all EMEA demo environment issues and support tickets. Perform deep technical triage, root-cause analysis, and rapid remediation for environment failures, configuration drift, and service interruptions. Partner closely with regional Sales Engineers (SEs) to provide timely ticket updates, operational guidance, and resolution SLAs. Cloud Infrastructure & Systems Operations Manage, configure, and maintain virtual server infrastructure hosting demo environments primarily built on AWS EC2. Use AWS Systems Manager (SSM) for patch management, remote execution, parameter storage, and system maintenance across regional fleet instances. Monitor service health, application availability, and performance metrics to proactively prevent environment downtime. SaaS Environment Maintenance & Quality Assurance Oversee SaaS tenant configurations, API integration points, and identity provider setups required for live SE demonstrations. Maintain consistency and baseline stability across regional tenant environments. Automation & Process Improvement Identify opportunities to automate repetitive support tasks, environment provisioning, and health checks. Develop and maintain automated test scripts and orchestration playbooks to improve platform stability and setup efficiency. Qualifications & Requirements Experience: 5+ years of technical support, systems engineering, or demo engineering experience in SaaS or enterprise software environments. AWS Core Knowledge: Deep working experience with AWS EC2 instance management, networking basics (VPCs, Security Groups), and AMI maintenance. Systems Administration: Strong expertise in AWS Systems Manager (SSM) for fleet management, maintenance windows, and automation runbooks. SaaS Support Mastery: Proven track record in Tier 2/3 technical support, troubleshooting web applications, APIs, authentication mechanisms, and browser/client-side integrations. Problem-Solving & Escalation Ownership: Ability to independently manage high-priority technical escalations under tight deadlines while maintaining clear communication. Communication: Excellent verbal and written English communication skills to support cross-functional stakeholders across the EMEA region. Preferred / Bonus Skills Multi-Cloud Agent Platform Management: Experience building, deploying, or managing AI agents using platform-native services such as Amazon Bedrock Agents, Google Cloud Vertex AI Agent Builder (Gemini Enterprise Agent Platform), and Azure AI Foundry / Microsoft Copilot Studio. Test & Task Automation: Hands-on experience with end-to-end browser automation tools (e.g., Playwright, Selenium, or Cypress). Configuration Management: Experience with infrastructure-as-code or automation frameworks such as Ansible, Chef, Puppet, or Terraform. Scripting: Proficiency in Python, Bash, or PowerShell for operational automation. Domain Experience: Knowledge of Identity Governance and Administration (IGA), IAM, or enterprise security architectures. What Success Looks Like in 90 Days First 30 Days: Complete onboarding on the Demo Engineering architecture, gain access to core AWS environments, and shadow regional ticket workflows. First 60 Days: Take primary ownership of EMEA escalation tickets, managing triage through resolution while maintaining baseline SLA targets. First 90 Days: Identify key friction points in EMEA environment reliability and deliver at least one automation or tooling improvement. 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 applicationassistance@sailpoint.com 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. SailPoint (Nasdaq: SAIL) is defining the new era of adaptive identity security. In a world where non-human identities now significantly outnumber humans, our AI-powered platform unifies identity, security, and data intelligence to protect today’s enterprise from advanced identity-based threats. We deliver the identity solution that spans both the breadth of identities and the depth of context needed to drive real-time access with confidence. Built on principles like zero-standing privilege and contextualized risk, our SailPoint platform transforms identity from a point of vulnerability into a powerful security advantage. Trusted by many of the world's leading organizations, SailPoint secures the enterprise with intelligent, autonomous identity security. 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.

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