Product Support Engineer

📋 Description

• • As a Product Support Engineer at Semperis, you will be a critical member of the Technical Delivery team, playing a pivotal role in ensuring customer success and satisfaction with our cutting-edge security and identity products. This position is instrumental in bridging the gap between our customers' operational challenges and our product development lifecycle, offering a unique opportunity to influence the future direction of Semperis' innovative solutions.
• • Your day-to-day responsibilities will encompass a wide range of technical and customer-facing activities. You will be tasked with meticulously troubleshooting complex technical and operational issues, ensuring that our customers receive timely and effective resolutions that maintain the highest standards of satisfaction. A core aspect of your role will involve developing and maintaining a deep, expert-level understanding of at least one, and ideally two, of Semperis' primary products, becoming a go-to resource for both internal teams and external clients. You will actively monitor the support queue, diligently ensuring that all Service Level Agreements (SLAs) are consistently met, demonstrating a commitment to prompt and efficient service delivery. Furthermore, you will leverage your technical acumen to provide pre-sales technical assistance and comprehensive product education to potential and existing customers, helping them understand the value and capabilities of Semperis' offerings. Your role will also involve creating and maintaining a robust repository of knowledge base articles, contributing to the continuous growth and maturity of our self-service support resources, empowering customers and colleagues alike.
• • You will be responsible for tracking and meticulously updating all customer support issues, ensuring accurate and comprehensive logging within our CRM platform, such as Salesforce, for seamless case management and historical reference. A key part of your contribution will be to define problems clearly, collect relevant data, establish factual evidence, and draw valid, actionable conclusions to drive effective problem-solving. You will proactively anticipate, identify, and resolve issues and concerns, both from internal stakeholders and external customers, demonstrating a keen eye for potential challenges and a commitment to proactive management. Developing and presenting well-defined solutions to the appropriate parties will be a regular duty, requiring clear communication and a collaborative approach. You will professionally and proactively handle problems and manage conflict resolution, ensuring that all interactions are constructive and lead to positive outcomes. Sound judgment will be essential when deciding on the escalation of issues to client or company management, ensuring that critical matters are addressed at the right level.
• • You will be expected to meet all time requirements for your assignments with minimal reminders, showcasing strong organizational skills and a proactive work ethic. Prioritizing your workload effectively will be crucial, and you will actively seek out and implement more efficient ways to accomplish your assignments and tasks, contributing to overall team productivity. You will maintain an expert-level knowledge of Semperis products, enabling you to develop and present unique and effective solutions tailored to customer needs. Staying abreast of emerging trends in related technology areas will be vital to maintaining your expertise and providing forward-thinking support. There may be occasions where you will need to travel to customer sites or industry events as necessary, representing Semperis and engaging directly with our client base.
• • About the team and company: Semperis is a recognized leader in cybersecurity, dedicated to being a Force for Good, starting with creating an exceptional workplace. We are proud to be recognized by Inc. 5000 as one of America's Fastest-Growing Cybersecurity Companies, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee. Our Technical Delivery team is at the forefront of ensuring our customers leverage our security and identity products to their fullest potential, providing critical support and driving product evolution through customer feedback.
• • In this role, you will have the opportunity to deepen your expertise in cybersecurity, identity and access management, and cloud technologies. You will gain invaluable experience in troubleshooting complex enterprise environments, working with leading-edge security solutions, and directly influencing product roadmaps. This position offers significant growth potential within a rapidly expanding cybersecurity firm, providing a platform to develop your technical skills, customer-facing abilities, and strategic problem-solving capabilities.