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Product Support Engineer
About the role
- 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
- 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, SysVol, 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- Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem
- Experience deploying and supporting solutions in a production environment
- Worked at least one customer-facing role as a support engineer, system administrator, or another technical role
- Bachelor’s Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience
- Proven troubleshooting abilities
- Ability to communicate with technical contacts and technical decision-makers at the customer
- Knowledge of Azure AD and Office 365 is a plus, especially from the perspective of installation, administration, and support
- 2-4 years working in either an enterprise IT or enterprise software organization or for a system integration vendor
- Excellent verbal and written English communication skills
- Strong working knowledge and hands-on experience with Active Directory — you have administered or performed troubleshooting of an enterprise Active Directory environment
- Infosec experience
- Identity and Access Management experience
- 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
- 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
About Semperis
For security teams charged with defending hybrid and multi-cloud environments, Semperis ensures the integrity and availability of critical enterprise directory services at every step in the cyber kill chain and cuts recovery time by 90%. Purpose-built for securing hybrid Active Directory environments, Semperis' patented technology protects over 50 million identities from cyberattacks, data breaches, and operational errors. The world's leading organizations trust Semperis to spot directory vulnerabilities, intercept cyberattacks in progress, and quickly recover from ransomware and other data integrity emergencies. Semperis is headquartered in Hoboken, New Jersey, and operates internationally, with its research and development team distributed throughout the United States, Canada, and Israel.
Semperis hosts the award-winning Hybrid Identity Protection conference and podcast series (hipconf.com) and built the free Active Directory security assessment tool, Purple Knight (semperis.com/purple-knight). The company has received the highest level of industry accolades, recently named to Deloitte's Technology Fast 500™ list for the third consecutive year (2020-2022), and ranked among the top three fastest-growing cybersecurity companies in the 2021 Inc. 5000 list. Semperis is a Microsoft Enterprise Cloud Alliance and Co-Sell partner.