Full-Time Product Support Engineer

Semperis focuses on creating an employee experience 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.

1. Product Knowledge
   • Troubleshoot technical and operational issues to maintain customer satisfaction.
   • Develop and maintain in-depth working knowledge of 1 or 2 Semperis primary product(s).
   • 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.
   • Track and update all customer support issues and log 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.
   • Anticipate, identify, and resolve issues/concerns both internally and externally.
   • Develop and present solutions to appropriate parties.
   • Professionally and proactively handle problems and/or conflict resolution.
   • Use sound judgment regarding escalation of issues to client or company management.
   • Meet time requirements for all assignments.
   • Prioritize work effectively and find more efficient ways to accomplish assignments.
   • Provide pre-sales technical assistance and product education.
   • Maintain expert knowledge of Semperis products to develop and present unique solutions.
   • Stay updated on emerging trends in related technology areas.
   • Willingness to travel to customers or events.
2. 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.
3. Business Experience
   • Troubleshoot technical and operational issues to maintain customer satisfaction.
   • Monitor the Support Queue to ensure all SLA are being met.
   • Track and update customer support issues and provide periodic updates.
   • Create Knowledge base articles on regular basis to grow and mature our KB repository.
   • Understand and document customer requirements, manage expectations, and provide excellent customer service.
4. Facilitation Skills
   • Manage time effectively to meet customer expectations, including multitasking and prioritizing tasks.
   • Active listening to customer issues and concerns.

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