Job Description & How to Apply Below
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
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 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 experience
Excellent verbal and written English communication skills
Bonus Points Infosec experience
Identity and Access Management experience
Why Join Semperis? 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…
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