Product Support Engineer

Semperis focuses on creating an employee experience that is aligned with our vision—being a Force for Good— starting with being a good workplace. Semperis is recognized as one of America’s Fastest-Growing Cybersecurity Companies on the Inc. 5000 List, a DUNS 100 top Start Up to work for and Inc. Best Workplace for multiple years.  With teams around the world, you’ll be working alongside top global talent in Cybersecurity and Identity Access Management. 

If you are a purpose-driven person who always sees the glass as half full, seizes opportunities, and has an urge to learn and develop your skills—we’d love to meet you. 

What we are looking for

We are looking for a Product Support Engineer to join our team.   As a Product Support Engineer at Semperis, you will be an essential member of our Technical Delivery team. You will be responsible for solving technical issues and provide stellar customer service on our security and identity products offered to our customers. You will be integral in shaping future product development by listening to customer challenges and providing ongoing feedback to our management, Product, and R&D teams.

Product Knowledge

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level

• Develops and maintains in depth working knowledge of minimum 1 or 2 Semperis primary product(s) assigned to support.

• Monitor the Support Queue to ensure all SLA are being met.

• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).

• Experience with Cloud technologies like Azure, AWS, and Google.

• Tracks and updates all customer support issues and logs them within the case in CRM platform like Salesforce.

• Create Knowledge base articles on regular basis to grow and mature our KB repository.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.

• Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.

• Uses sound judgment regarding escalation of issues to client or company management.

• Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.

• Provide pre-sales technical assistance and product education

• Maintain expert knowledge of Semperis products to develop and present unique solutions, and maintain knowledge of emerging trends in related technology areas

• Willingness to travel to customers or events as necessary

Technical Skillset

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).

• Experience with Cloud technologies like Azure, AWS, and Google.

• Basic knowledge with analyzing TCP-dumps, Wireshark.

Business Experience

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level.

• Monitor the Support Queue to ensure all SLA are being met.

• Tracks and updates all customer support issues and periodically provides updates within the case in CRM platform like Salesforce.

• Create Knowledge base articles on regular basis to grow and mature our KB repository.

• Understanding and documenting the customer's requirements, managing expectations, and providing excellent customer service

Facilitation Skills

• Manages time effectively to meet customer expectations. This means being able to multitask, prioritize tasks, and work efficiently without sacrificing quality.

• Active listening while communicating with customers, it's important to listen carefully to their issues and concerns, so you can provide the best possible solution.

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