Product Support Engineer

4 weeks ago

Dublin, Dublin City, Ireland Semperis Full time
Overview

At Semperis, our mission is to be a Force for Good. We focus on being a great place to work, valuing, supporting, and empowering people to do their best. Semperis has been recognized for growth and workplace awards. We are looking for a Product Support Engineer to join our Technical Delivery team. You will solve technical issues and provide stellar customer service on our security and identity products, and you will contribute feedback to management, Product, and R&D teams to shape future product development.

Responsibilities
  • Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level.
  • Develop and maintain in-depth working knowledge of at least one or two Semperis primary products.
  • Monitor the Support Queue to ensure all SLAs are met.
  • Work with Active Directory management (users/groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
  • Experience with Cloud technologies such as Azure, AWS, and Google.
  • Log and track customer support issues in the CRM (e.g., Salesforce).
  • Create knowledge base articles to grow the KB repository.
  • Define problems, collect data, establish facts, and draw valid conclusions; anticipate and resolve issues internally and externally.
  • Develop and present solutions, handle problems proactively, and perform conflict resolution as needed.
  • Escalate issues appropriately and manage time to meet assignments; seek more efficient ways to accomplish tasks.
  • Provide pre-sales technical assistance and product education.
  • Maintain expert knowledge of Semperis products and stay informed about related technology trends.
  • Willingness to travel to customers or events as necessary.
Qualifications
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Experience with Active Directory management and LDAP, Group Policies, SysVol, and enterprise administration.
  • Experience with Cloud technologies (Azure, AWS, Google).
  • Basic knowledge of analyzing TCP dumps and Wireshark.
Why Join Semperis?

You'll be part of a global team on the frontline of cybersecurity innovation. We celebrate curiosity, integrity, and initiative, and value a healthy balance between work and life.

Semperis is an equal opportunity employer and will not discriminate based on protected characteristics. The information collected is used to determine suitability for employment, verify identity, and maintain employment statistics. Applicants may be entitled to reasonable accommodation under applicable laws. Please contact the Semperis representative if you need assistance completing the application.


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