Product Support Engineer

Location

Toronto;
Ottawa, Canada

Full time

Hybrid

Support

• The estimated annual salary for this role is 90,000 CAD – 150,000 CAD. In addition to base pay, we offer performance-based bonus opportunities, equity awards, and a comprehensive benefits package that includes medical, dental, vision, retirement savings, paid time off, and other perks. Actual compensation will depend on factors such as your experience, skills, and location.

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. 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.

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.

** This is a hybrid role (2
-3 days per week in one of our offices). We can only consider candidates located in one of the following cities:

• Phoenix, AZ
• Toronto, Canada
• Hoboken, NJ
• Dallas, TX
• Ottawa, Canada

Duties and 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 (users / groups, schema knowledge, LDAP, Group Policies, Sys Vol, 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

Qualifications and 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 — you have administered or performed troubleshooting of an enterprise Active Directory environment.
• 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, especially from the perspective of installation, administration, and support.
• 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…