Product Support Engineer, Team Lead

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 Team Lead at Semperis, you will be an essential leader within our Product Support team. You will manage and mentor a team of Product Support Engineers while also handling customer escalations, troubleshooting complex issues, and ensuring seamless product support delivery for Semperis' security and identity products. The ideal candidate will have a deep technical background, strong leadership skills, and the ability to drive team performance and resolve customer challenges. You will also serve as an escalation point for Product Support Engineers and lead product upgrades in customer environments. ## Key Responsibilities

• The success of the Team Lead will be measured through the following KPIs but not limited to:

o Average response time and resolution time. o Customer Satisfaction Score (CSAT). o Ticket backlog and escalations. o Cases close rate. o Team performance and retention rates. - Escalation management with flexibility and adaptability to work outside of standard business hours to meet customers’ urgent issues with high visibility. - Performance management by regularly evaluating team productivity, providing feedback, and creating a personal development plan for the team members. - Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth-oriented environment. - Always Ensures appropriate Customer Support team coverage and prioritizes team tasks. - Continuously improve and track customer support workflows to optimize efficiency and meet KPIs. - Provide expert-level product support, troubleshooting, and root cause analysis across Semperis products. - Execute and oversee product upgrades in customer production environments. - Collaborate with cross-functional teams to resolve escalated customer issues and ensure product progression. - Act as a subject matter expert, utilizing diagnostic tools to analyze logs, traces, and performance data to resolve complex issues. - Lead customer engagements to collect information on potential product defects and guide them through troubleshooting procedures. - Document and escalate product defects to Development or QA, maintaining detailed records in the CRM system. - Proactively manage customer support queues, respond to inquiries, and meet SLAs. - Conduct postmortem reviews of high-visibility incidents to improve processes and prevent future issues. - Participate in product design reviews and advocate for supportability and usability improvements. - Contribute to team success by sharing technical knowledge, leading training sessions, and advising management on team development. - Ensures the quality of remedy cases, including performing spot checks. - Uses sound judgment in escalating major cases to the Support Manager. - Ensures technical solutions are documented in each knowledge base