• Provide proactive guidance and best practices for SailPoint solutions • Offer technical support for SailPoint products and services • Conduct regular support ticket reviews • Facilitate visibility into SailPoint's product roadmap • Build strong relationships with customers • Drive customer adoption of SailPoint solutions • Conduct business reviews with customer leadership • Coordinate with other SailPoint teams • Lead escalation responses for critical customer issues • Provide feedback to Product Management based on customer needs

We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Job Summary Bugcrowd is seeking a highly skilled Technical Engagement Manager (TEM) to join our team and own the technical onboarding, implementation and rollout of our Bug Bounty, Vulnerability Disclosure and Pentest programs for our customers. As a key technical resource, you will work closely with customers and internal teams to ensure successful program launches and ongoing adoption. You’ll serve as a trusted advisor on technical aspects of Bugcrowd’s platform and security delivery models, helping customers configure and operationalize their security programs. Essential Duties and Responsibilities Technical Implementation and Onboarding - Lead the end to end technical onboarding and configuration of Bug Bounty, Vulnerability, and/or Pentest programs for new and existing customers. - Lead and drive ongoing technical program execution through structured engagements, including kickoff meetings, walkthroughs, and both regular and ad hoc program reviews with customers and internal stakeholders. Customer Engagement and Support - Act as a technical point of contact during program launches, ensuring smooth transitions and early success - Provide guidance on vulnerability triage, communication workflows, and integration best practices - Provide clear communication and practical support for ongoing pentest or bounty projects, ensuring on-time delivery. - Collaborate closely with the Customer Experience Managers and sales teams to align technical delivery with customer expectations. Cross Functional Collaboration - Assist in developing and improving internal onboarding playbooks, technical documentation, and enablement materials. - Actively collaborate with other team members within the delivery teams to contribute to project success. - Contribute to problem-solving discussions and proactively identify potential issues. - Support continuous improvement of delivery processes to drive consistency, quality and scalability. Stakeholder and Timeline Management: - Serve as the primary point of contact, providing proactive status updates and managing expectations with both internal and external stakeholders throughout the project lifecycle. - Effectively manage program timelines and dependencies, proactively identifying and mitigating potential delays to ensure on-time delivery. Education, Experience, Knowledge, Skills, and Abilities - 2+ years of experience in a customer-facing technical role such as implementation, solutions architecture, technical program management, or professional services. - Knowledge of pentest, bug-bounty and red-team methodologies. - Strong problem solving skills and ability to manage multiple projects simultaneously - Excellent written & verbal communication with customer facing mindset - Ability to work collaboratively in a cross functional environment. Preferred Experience - Experience creating documentation and policies to support the role (blogs, collateral, etc). - Familiar with at least one scripting language (python, ruby, bash, etc) to a degree of proficiency that simple tools can be made to help automate tasks, workflow, etc. Working Conditions and Physical Requirements - The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation. - Sitting and / or standing - Must be able to remain in a stationary position 50% of the time - Carrying and / or lifting - Must be able to carry / move laptop as needed throughout the work day. - Environment - remote, work-from-home 100% of the time. ADA Statement Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ada@bugcrowd.com. Pay Range Disclosure At Bugcrowd, we strive for fairness, equality and to create an environment that allows our people to perform at their very best. Our compensation philosophy is to foster a collaborative community that rewards, attracts and retains the best possible talent. The provided salary details are based on US national averages and we retain the flexibility to tailor to the needs of the business. The national estimate for the current base range for the position is: $71,040 - $88,800. This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. Culture - At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work. - We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well. - Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point. At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. Disclaimer This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence. The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets). Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law. Equal Employment Opportunity: Bugcrowd is EOE, Disability/Age Employer. Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Apply at: https://www.bugcrowd.com/about/careers/

• Own the customer relationship after sale for enterprise clients (primarily banks). • Act as the primary strategic interface between customer stakeholders and internal teams (product, engineering, project management). • Ensure successful deployment, adoption, and expansion of AI voice agents. • Manage stakeholder alignment across IT, contact center, digital, compliance, and leadership. • Translate technical capabilities into business outcomes (cost reduction, containment rate, CX improvement). • Identify upsell and expansion opportunities within existing accounts. • Escalate issues internally and ensure cross-team coordination to resolve them.

About the Role Harris School Solutions is seeking a detail‑oriented and customer‑focused NextGen Support Analyst to join our Support Services team. In this role, you’ll be a key partner to our customers, providing high‑quality technical support for our NextGen software solutions while helping drive continuous improvement across our support processes. This position is ideal for someone who enjoys problem‑solving, values strong customer relationships, and wants to make a meaningful impact in school district operations. Key Responsibilities Customer Support Respond to customer support tickets accurately and efficiently, resolving issues and guiding users to successful outcomes. Ensure a high level of customer satisfaction through clear communication and timely follow‑up. Technical Troubleshooting Diagnose and resolve software‑related issues related to NextGen solutions. Escalate complex or recurring issues appropriately, providing thorough documentation to support resolution. Documentation & Knowledge Management Create, maintain, and enhance internal knowledge base articles and support documentation. Contribute to consistent, accurate responses across the Support Services team. Customer Engagement Communicate professionally and empathetically with clients to understand their needs, provide updates, and build trust. Translate technical concepts into clear, user‑friendly explanations. Training & Onboarding Support Assist with onboarding and training for new team members and customers. Help ensure training materials and processes remain clear, accurate, and consistent. Process Improvement Use data, feedback, and experience to identify inefficiencies in support workflows. Propose and support improvements that enhance team effectiveness and customer experience. Billing & Renewals Assistance Support the team in responding to customer billing questions and renewal‑related inquiries as needed. This is a fully remote job and the ideal candidate will be comfortable in this environment. An ideal candidate needs to be self driven and comfortable learning new things. Qualifications Associate’s or Bachelor’s degree in a related field, or equivalent professional experience. 2+ years of experience in a technical support or customer service role, preferably in a software environment. Experience with financial software—especially in a school district or education setting—is strongly preferred. Strong problem‑solving and analytical skills. Excellent written and verbal communication skills. Familiarity with support ticketing systems and remote troubleshooting tools. Desired Qualities Empathy and approachability in customer interactions. Initiative and curiosity to learn new systems and improve processes. Ability to work effectively both independently and as part of a collaborative team. Strong organizational skills and attention to detail.