Job Title

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. Thats why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of Americas FastestGrowing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multiyear Inc. Best Workplace awardee. 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 providing 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 (23 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 Develop and maintain indepth 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 Track and update all customer support issues and log them within the case in CRM platform like Salesforce Create Knowledge base articles on a regular basis to grow and mature our KB repository Define problems, collect data, establish facts, and draw valid conclusions Anticipate, identify, and resolve issues/concerns both internally and externally Develop and present solutions to appropriate parties. Professionally and proactively handle problems and/or conflict resolution Use sound judgment regarding escalation of issues to client or company management Meet time requirements for all assignments, with minimal reminders. Prioritize work effectively and actively work to find more efficient ways to accomplish assignments and tasks Provide presales technical assistance and product education 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 Qualifications And Requirements 24 years working in either an enterprise IT or enterprise software organization or for a system integration vendor Strong working knowledge and handson experience with Active Directory you have administered or performed troubleshooting of an enterprise Active Directory environment Worked at least one customerfacing 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, especially from the perspective of installation, administration, and support Experience deploying and supporting solutions in a production environment Ability to communicate with technical contacts and technical decisionmakers at the customer Bachelors Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience Excellent verbal and written English communication skills Bonus Points Infosec experience Identity and Access Management experience Why Join Semperis? Youll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If youre someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and lifewed love to meet you. Semperis maintains office locations in several cities across the globe. Candidates who reside within 45 miles of one of our offices or where the job description specifies a required location will follow our hybrid work model. This includes working onsite some days per week and remotely the remaining days. Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by the Semperis application is solely to determine suitability for employment, verify identity, and maintain employment statistics. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and/or other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Semperis. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to otherwise participate in the application process. #J-18808-Ljbffr