Job Overview
Location
Dublin, Ireland
Job Type
Full-time
Category
Product Management
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth-oriented environment while ensuring team performance and retention targets are met.
- • Serve as the primary escalation point for complex customer issues, providing expert-level troubleshooting and root cause analysis for Semperis’ security and identity products.
- • Manage customer escalations with flexibility to work outside standard business hours to address urgent, high-visibility incidents.
- • Oversee and execute product upgrades in customer production environments, ensuring minimal disruption and adherence to best practices.
- • Monitor and improve key performance indicators including average response time, resolution time, customer satisfaction score (CSAT), ticket backlog, and cases close rate.
- • Conduct postmortem reviews of high-impact incidents to identify root causes, implement preventive measures, and enhance support processes.
- • Collaborate with Development, QA, and other cross-functional teams to resolve escalated customer issues and drive product improvements.
- • Act as a subject matter expert using diagnostic tools to analyze logs, traces, and performance data to resolve intricate technical problems.
- • Document and escalate product defects to Development or QA teams, maintaining accurate records in the CRM system.
- • Ensure all technical solutions are documented in the knowledge base and that the team adheres to established support processes and procedures.
- • Perform spot checks on remedy cases to maintain quality standards and ensure compliance with support protocols.
- • Proactively manage customer support queues, respond to inquiries, and consistently meet SLAs.
- • Participate in product design reviews to advocate for supportability, usability, and operational efficiency improvements.
- • Conduct training sessions and share technical knowledge to upskill team members and onboard new support personnel.
- • Evaluate emerging technologies and provide tactical and strategic direction to enhance the capabilities of the support center.
- • Communicate effectively with both technical and non-technical stakeholders, translating complex issues into clear, actionable insights.
- • Maintain awareness of identity and access management landscapes, competing technologies, and evolving customer needs.
- • Ensure management is promptly informed of cases at risk of missing response or resolution targets and enforce escalation procedures.
- • Attend major case meetings to determine underlying problems, mitigate risks, and align cross-team resolutions.
- • Represent the Support Team in product engagement and project meetings, contributing operational insights to product development.
- • Anticipate customer and colleague needs, taking initiative to resolve issues before they escalate.
- • Ensure continuous team coverage and prioritize tasks to maintain optimal support operations.
🎯 Requirements
- • 4+ years of experience in product support with leadership responsibilities
- • Deep understanding of Semperis products and technologies
- • Strong experience with Active Directory, O365, and related identity and access management systems
- • Proficiency with PowerShell and scripting for automation and troubleshooting
- • Proven leadership and mentoring experience, acting as the primary escalation point for Product Support Engineers
- • Experience supporting software products in production environments
🏖️ Benefits
- • Opportunity to work at a recognized Inc. 5000 Fastest-Growing Cybersecurity Company
- • Supportive, purpose-driven workplace culture focused on employee growth and balance
- • Hybrid work model for candidates within 45 miles of an office location
- • Global team environment on the front lines of cybersecurity innovation
- • Equal opportunity employer with commitment to diversity and inclusion
- • Reasonable accommodations available for applicants with disabilities
Skills & Technologies
About Semperis Ltd.
Semperis provides identity-driven cyber resilience for hybrid and multi-cloud environments, specializing in Microsoft Active Directory and Azure AD. Its platform automates threat detection, response, and recovery for identity systems, enabling organizations to prevent, detect, and remediate attacks like ransomware and identity compromise. The company offers real-time monitoring, forensic analysis, and disaster recovery capabilities to ensure continuous business operations. Founded by security experts, Semperis serves enterprises and government agencies worldwide, helping them secure critical identity infrastructure against evolving cyber threats. Solutions include Directory Services Protector, Purple Knight, and Forest Recovery.
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