Product Support Engineer, Semperis

• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration)
• Experience with Cloud technologies like Azure, AWS, and Google
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Basic knowledge with analyzing TCP-dumps, Wireshark

• 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
• 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
• Willingness to travel to customers or events as necessary
• Manages time effectively to meet customer expectations. This means being able to multitask, prioritize tasks, and work efficiently without sacrificing quality
• Active listening while communicating with customers, it's important to listen carefully to their issues and concerns, so you can provide the best possible solution
• 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

• Work from home opportunities

Total funding: $365m

Identity systems such as Microsoft Active Directory and Azure AD, used in over 90% of enterprises, are coming under sustained attack. With its multi-layered defense approach before, during, and after an attack, Semperis offers the industry’s most comprehensive security technology for hybrid AD and other identity systems, combined with incident response expertise.