End User Support Technician providing remote technical support and managing user accounts at JD Power. Ensuring hardware/software operations, troubleshooting, and Office 365 support for a leading data intelligence firm.
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.
Requirements
- 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.
Benefits
- Offers Equity
- Offers Bonus
- Medical
- Dental
- Vision
- Retirement savings
- Paid time off
- Other perks
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