Role Description We are looking for an AWS Infrastructure Engineer with strong expertise in Amazon Connect and Infrastructure as Code (IaC). The ideal candidate will be responsible for designing, deploying, and managing scalable Amazon Connect environments while building automated infrastructure deployment pipelines using Terraform and CI/CD tools. - Design and implement AWS infrastructure for Amazon Connect environments - Deploy and manage Amazon Connect environments across Dev, Staging, and Production - Utilize AWS services such as Lambda, S3, EventBridge, Data Bridges, and related services to support deployments - Develop and maintain Infrastructure as Code (IaC) modules using Terraform Enterprise - Ensure Terraform code is maintainable, reusable, and aligned with best practices - Build and manage CI/CD pipelines for automated infrastructure deployment and updates - Integrate Terraform Enterprise with CI/CD pipelines for seamless deployments - Monitor infrastructure performance and troubleshoot deployment-related issues - Collaborate with cross-functional teams to ensure secure, scalable, and reliable cloud solutions Qualifications - 4+ years of experience in AWS services, especially Amazon Connect, Lambda, S3, EventBridge, and Data Bridges - Hands-on experience with Infrastructure as Code (IaC) using Terraform Enterprise - Experience building and managing CI/CD pipelines using Jenkins, GitHub Actions, or similar tools - Good understanding of cloud infrastructure design and deployment best practices - Experience managing multi-environment deployments (Dev, Staging, Production) - Strong troubleshooting and problem-solving skills - Knowledge of automation, monitoring, and cloud security practices - Experience working in Agile and collaborative environments - Good communication and documentation skills Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

• Serves as main point of contact for technical support issues for Korea based customer and also global customers. • Provide technical support to SailPoint APJ customers and field personnel via multiple channels. • Troubleshoot and resolve complex technical problems within SailPoint Software/SaaS product issues reported by our customers. • Document problem solutions in company knowledge base. • Interface with Sales, Marketing, and Engineering to improve product service, design, and quality. • Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues. • Works closely with the Designated Senior Support team focused on customer’s tickets • Leads escalation responses. • Conducts regular Support ticket review calls with their accounts to ensure ticket prioritization and customer expectations are understood • Drives elimination of any customer or internal bottlenecks impeding problem resolution • Provides proactive guidance, encourages adoption, and assists with technical questions regarding SailPoint’s products • Manages the status and internal/external communication of Support tickets • Collaborates with support management to orchestrate support response beyond the TAMs direct capability • Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery • Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.

• Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues. • Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions. • Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders. • Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues. • Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption. • Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.

• Work with Cohesity customers to provide a timely resolution to technical issues. • Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays. • Use available tools to investigate and troubleshoot technical issues. • Recreate customer environments and problems to aid in troubleshooting/case resolution • Record customer interactions, including investigation, troubleshooting, and the resolution of issues • Work closely with Cohesity engineering and account management teams • Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions • Provide the best experience possible for Cohesity customers • Manage workload to ensure that all customer issues are resolved in a timely manner • Assist in the development of comprehensive and reusable self-service solutions for future incidents • Develop a knowledge base article. • Determine and communicate recommendations on Support readiness for new products and features • Provide feedback to improve product quality/functionality • Participates in process planning and makes recommendations for improvements