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Semperis · 1 week ago

Product Support Engineer

Addison, TX

Full-time

Hybrid

Entry, Mid Level

3+ years exp

Semperis is a recognized leader in cybersecurity, dedicated to creating a supportive employee experience. They are seeking a Product Support Engineer to troubleshoot technical issues and provide exceptional customer service for their security and identity products while contributing to future product development through customer feedback.

Cyber SecurityEnterprise SoftwareIdentity ManagementInformation Technology

H1B Sponsor Likely

Hiring Manager

Anna Taylor

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 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

Qualification

Active Directory ManagementCloud technologiesTCP-dump analysisCustomer Facing supportActive ListeningEffective communicationAdaptability

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, SysVol, 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