Product Support Engineer

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 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. **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, 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