Product Support Engineer

As a Support Engineer, you will be responsible for:

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
• Develop and maintain in-depth working knowledge of one or two 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
• Track and update all customer support issues and log them within a CRM platform such as Salesforce
• Create knowledge base articles on a regular basis to grow and mature the KB repository
• Define problems, collect data, establish facts, and draw valid conclusions
• Successfully anticipate, identify, and resolve issues/concerns both internally and externally
• Develop and present solutions to appropriate parties, professionally and proactively handling 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 seek more efficient ways to accomplish tasks
• Provide pre‑sales technical assistance and product education
• Maintain expert knowledge of Semperis products to develop and present unique solutions and stay current on emerging technology trends
• Willingness to travel to customers or events as necessary

• 2-4 years working in an enterprise IT or enterprise software organization, or a system integration vendor
• Strong working knowledge and hands‑on experience with Active Directory
• Experience in at least one customer‑facing role such as support engineer, system administrator, or similar technical position
• 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, Engineering, or equivalent experience)
• Excellent verbal and written English communication skills