Product Support Engineer

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At Semperis, our mission is to be a Force for Good. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc.

Best Workplace awardee.

We are looking for a Product Support Engineer to join our team.

• 3 flexible days per week in the office. Addison, TX

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 providing 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.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Experience with Active Directory Management (users/groups, schema knowledge, LDAP, Group Policies, Sys Vol, Enterprise Administration).
• Experience with Cloud technologies like Azure, AWS, and Google.
• Basic knowledge of analyzing TCP-dumps, Wireshark.
• Customer facing support experience in a highly technical environment.

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level.
• Develop and maintain in-depth working knowledge of at least one or two Semperis primary product(s) assigned to support.
• Monitor the support queue to ensure all SLA are being met.
• Track and update all customer support issues and log them within the case in CRM platform like Salesforce.
• Create knowledge base articles on a regular basis to grow and mature our KB repository.
• Successfully 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, with minimal reminders. Prioritize work effectively and actively work 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.

• Active Listening:
  Listen to customers to understand their technical issues, concerns, and requirements. Demonstrate understanding.
• The ability to clearly and effectively communicate technical concepts to technical and non-technical stakeholders (CSMs).
• Manage multiple tasks and prioritize customer issues based on their level of urgency.
• Adaptability and Flexibility:
  Each customer interaction is unique, and as Product SE, you are expected to adapt to different communication styles, personalities, and technical challenges.

• You’ll be part of a global team on the front lines of cybersecurity innovation.
• We celebrate curiosity, integrity, and people who take initiative.
• 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.
• Semperis maintains office locations in several cities across the globe. 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. This includes working onsite three days per week and remotely the remaining days.

Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy,…