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.
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.
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

2-4 years working in either an enterprise IT or enterprise software organization or for a system integration vendor.
Strong working knowledge and hands-on experience with Active Directory.
Worked at least one customer-facing role as a support engineer, system administrator, or another technical role.
Proven troubleshooting abilities.
Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem.
Knowledge of Azure AD and Office 365 is a plus.
Experience deploying and supporting solutions in a production environment.
Ability to communicate with technical contacts and technical decision-makers at the customer.
Bachelor’s Degree in a related field.

Product Support Engineer

Key skills