Product Support Engineer

Overview

At Semperis
, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. 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 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.

Technical Skillset Required

• 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 with 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

• 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 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 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

• Active Listening. Listen to customers to understand their technical issues, concerns, and requirements. Active listening involves hearing what customers say, empathizing with their perspective, and demonstrating 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. At Semperis, 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…