About the role
- 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
- 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 a 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- Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem
- Experience deploying and supporting solutions in a production environment
- Worked at least one customer-facing role as a support engineer, system administrator, or another technical role
- Bachelor’s Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience
- Proven troubleshooting abilities
- Ability to communicate with technical contacts and technical decision-makers at the customer
- Knowledge of Azure AD and Office 365 is a plus, especially from the perspective of installation, administration, and support
- 2-4 years working in either an enterprise IT or enterprise software organization or for a system integration vendor
- Excellent verbal and written English communication skills
- Strong working knowledge and hands-on experience with Active Directory — you have administered or performed troubleshooting of an enterprise Active Directory environment
- Infosec experience
- Identity and Access Management experience
- Candidates who reside within 45 miles of one of our offices—or where the job description specifies a required location—will follow our hybrid work model
- If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you