About the role

Product Support Engineer at Semperis, a cybersecurity company, solving technical issues and enhancing customer satisfaction while collaborating with R&D teams.

Responsibilities

Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
Develop and maintain 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
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.
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 handles problems and/or conflict resolution.
Use sound judgment regarding escalation of issues to client or company management.
Meet 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.

2-4 years working in either an enterprise IT or enterprise software organization or for a system integration vendor.
Strong working knowledge and hands-on experience with Active Directory.
Worked at least one customer-facing role as a support engineer, system administrator, or another technical role.
Proven troubleshooting abilities.
Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem.
Knowledge of Azure AD and Office 365 is a plus.
Experience deploying and supporting solutions in a production environment.
Ability to communicate with technical contacts and technical decision-makers at the customer.
Bachelor’s Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience.
Excellent verbal and written English communication skills.