we are looking for a Product Support Engineer, Team Lead.
As a Product Support Team Lead , you will play a critical leadership role within our Product Support organization, reporting directly to the Director of Support Engineering. In this role, you will lead, mentor, and develop a team of Product Support Engineers while serving as a senior escalation point for complex customer issues.
You will combine strong technical expertise with people leadership to ensure exceptional support experiences for our customers. You will drive operational excellence, oversee escalated cases, contribute to process improvements, and partner closely with cross-functional teams to support ' identity security solutions.
The ideal candidate brings a deep technical background, knowledge of Active Directory and identity technologies, proven leadership experience, and a passion for helping both customers and team members succeed.
Requirements: 4+ years of experience in Product Support, including leadership or team management responsibilities.
Deep understanding of Semperis products and technologies.
Experience with Active Directory, Microsoft 365, Okta and identity and access management solutions.
Understanding of DNS, networking concepts, and security protocols.
Advanced PowerShell scripting skills for automation, diagnostics, and troubleshooting.
Experience supporting production software environments and resolving customer-impacting issues.
Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
Business Experience:
Demonstrated leadership experience, including coaching, mentoring, and serving as an escalation point within a support organization.
Strong organizational skills with the ability to manage competing priorities while maintaining high customer satisfaction.
Experience working with cloud platforms such as Microsoft Azure, AWS, and Google Cloud Platform (GCP).
A proactive approach to learning new technologies and adapting to changing customer needs.
Strong analytical and problem-solving abilities, including the ability to define issues, collect data, identify root causes, and drive effective solutions.
Understanding of identity and access management (IAM), cybersecurity solutions, and the broader identity security market landscape.
This position is open to all candidates.