Product Support Specialist Location: Davidson United States Job Description: Product Support Specialist BH Job ID: 3934 SF Job Req ID: 17506 Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Job Title: Product Support Specialist Location: Davidson, NC About Us: Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future. Job Overview: Reporting to the Commercial Product Support Manager, this position is responsible for supporting end customers (equipment owners) and Retail Channel Partners within a multi-brand compressor product support structure. The role regularly includes parts identification, documentation request fulfillment, troubleshooting, warranty administration, and fulfillment of general post-sales requests for (but not limited to) the following commercial products and their ancillary equipment: - Ingersoll Rand Small Reciprocating & Small Rotary - DV Systems Small Reciprocating & Small Rotary - Champion Small Reciprocating & Small Rotary Responsibilities: - Troubleshoot and diagnose failures on small compressed air equipment. - Provide parts identification, technical support, and warranty administration for end users and retail channel partners via phone, live chat, and email. - Acquire and maintain subject matter expertise in assigned air products, via classroom training, on-the-job training, and regular team interactions. - Regularly navigate and perform searches within a variety of databases. - Gain proficiency with support systems such as Salesforce, Tavant WMS, Oracle, etc. - Document support interactions within a case management system. Monitor and reply to web and email requests. - Create technical articles, videos, and troubleshooting tips for customers. - Participate as a Subject Matter Expert during relevant New Product Development (NPD) activities. - Fiscally responsible for parts valued from $10 to $4,000 USD. - Provide assistance and guidance to new team members as needed. - Manage multiple, simultaneous support cases via phone, chat, and email. - 90% direct support responsibilities and 10% reliability responsibilities. - Phone Calls / Voice Messages - Per Day: 40-50 - Emails / Text - Per Day: 30-40 Requirements: - High School Diploma. - 3+ years of experience working with industrial equipment. - Experience and ability to work effectively acting on own initiative with minimal supervision requirement. - Basic knowledge of Microsoft Office applications. Preferences: - Experience working with air compressors. - Knowledge of SAP, Oracle, Salesforce, and Windchill preferred. Core Competencies: - Ability to analyze mechanical fitment and recognize physical discrepancies. - Ability to read and interpret technical drawings/schematics. - Effective technical writing skills and experience in creating clear and concise documents. - Willingness to develop a solid understanding of compressed air product operation, maintenance, and repair. - Demonstrated ability to function under pressure to meet tight deadlines and return customer equipment to operation. - The willingness and ability to perform hands-on equipment work, as required. Requires knowledge of safety procedures e.g. lock out/tag out, proper lifting practices, use of PPE to avoid personal injury, etc. - Keen understanding of systematic troubleshooting techniques and methodologies to diagnose failures on small equipment (< 50HP). - Understanding of the principles of pneumatic control and small electrical components, including electric induction motors. - Sufficient experience and ability to work effectively, acting on own initiative with minimal supervision, is a requirement - Effective communication skills necessary to interact with peers and teams to resolve technical issues. - Planning and organizational skills with effective timely follow up. Travel & Work Arrangements/Requirements: 4 days onsite, 1 remote. What We Offer: At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.

• Respond promptly and effectively to customer inquiries via email and chat. • Troubleshoot and resolve issues related to the platform, services, and products. • Understand customer needs (both practical and emotional) and respond with empathy. • Track, document, and follow up on customer requests to ensure resolution. • Escalate complex concerns to the appropriate teams when needed. • Maintain accurate records of customer interactions. • Collaborate with internal teams to improve support processes. • Identify recurring issues and recommend improvements. • Ensure a positive and consistent customer experience. • Uphold service quality standards and response time expectations.

SailPoint is the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand. The Sr. Cloud Support Engineer is part of our Services Support team and plays an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction. Within 1 month: You will familiarize yourself with our products and tools focusing on IdentityNow and IdentityAI through a very extensive self-paced and instructor-led courses and carefully selected interactive material. You will shadow customer calls with the team, set up your own testing environment, and join weekly internal support calls. IdentityNow is a very complex product to support so really investing time in learning the tool will be very valuable. Within 3 months: You will be shadowing tickets and working on simple issues with 4-5 tickets weekly. You will work with cross-functional teams like CSMs, DevOps, engineering, escalation management (TAMs), and Expert Services (PS). 6 months: You will ramp up to 50-60 tickets per quarter. 1 year: You will be able to manage 100 tickets per quarter and participate in the knowledge sharing center program and knowledge center - using and adding entries for greater self-service and team knowledge. Requirements: - 5-7+ years of information technology/product support experience. - Minimum of 2 years working directly with IdentityNow or 3 years with a similar IAM product (IIQ, Okta, etc.) - 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 API’s. - Experience with HCM Systems (Workday, Oracle, SuccessFactors, etc). - Experience setting up and installing software on both Windows and Linux Platforms. - Experience with Directories and Directory Services (Entra, Active Directory, LDAP). - Experience with the following technologies/protocols: XML, JSON, SAML, SCIM, SPML/SOAP, Web and Application Servers. Nice to have Skills: - IdentityNow Professional or IdentityNow Engineer Certification - Security software or internal IT audit experience. - Network troubleshooting skills. - Experience implementing IAM systems including being part of Go-Lives - Experience with ServiceNow implementation. - Experience with SSO/SAML platforms. - Experience with cloud technologies, such as Azure, AWS, GCP. - Experience with enterprise systems (SAP, Oracle, PeopleSoft). - Experience with Databases (Oracle, Sybase, MSSQL, MySQL). - Experience managing and troubleshooting TLS certificates. - Experience with automation tools like Microsoft Power Automate or Okta Workflows - Knowledge of scripting in Shell, PowerShell, or other languages. - Understanding of KCS (Knowledge Centered Service) and creating knowledge base articles. - Knowledge of programming languages such as Java, .NET or C++. Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint. As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD): $72,600 - $122,366.00Base salaries for employees based in other locations are competitive for the employee’s home location. Benefits Overview 1. Health and wellness coverage: Medical, dental, and vision insurance 2. Disability coverage: Short-term and long-term disability 3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D) 4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children 5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account 6. Financial security: 401(k) Savings and Investment Plan with company matching 7. Time off benefits: Flexible vacation policy 8. Holidays: 8 paid holidays annually 9. Sick leave 10. Parental support: Paid parental leave 11. Employee Assistance Program (EAP) and Care Counselors 12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options 13. Health Savings Account (HSA) with employer contribution 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.

• Act as the primary point of contact for the IT organization when Level 1 and 2 support teams are unable to resolve technical issues. • Independently perform deep-dive investigations into application behavior, database logs, and code logic to identify the root cause of reported incidents. • Develop, test, and implement code-level fixes for identified bugs within our .NET and React stack. • Manage the end-to-end lifecycle of a fix, from initial verification to overseeing its deployment through the CI/CD pipeline. • Work closely with Software Engineers to perform RCAs, ensuring that critical issues are not just patched, but structurally prevented from recurring. • Maintain a knowledge base of known issues and resolutions to empower Level 1 and 2 teams. • Participate in agile ceremonies and work with Product Owners to prioritize high-impact bugs within the development backlog. • Verify that bug fixes specifically address the reported issue without introducing regressions into the clinical environment.