Product Support Engineer, Team Lead

Job description

**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. That’s why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee. As a **Product Support Team Lead** at Semperis, 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 Semperis' 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. ## Key Responsibilities The success of the Team Lead will be measured through key performance indicators (KPIs), including but not limited to: - Average response and resolution times - Customer Satisfaction Score (CSAT) - Ticket backlog management and escalation handling - Case closure rates - Team performance, engagement, and retention ### Leadership & Team Development - Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative, supportive, and growth-oriented environment. - Conduct regular performance reviews, provide constructive feedback, and create individualized development plans for team members. - Mentor, train, and onboard new support team personnel. - Promote knowledge sharing, lead technical training sessions, and support continuous learning across the team. - Ensure appropriate team coverage and effective prioritization of support activities. - Take initiative and anticipate the needs of customers, colleagues, and the business. ### Customer Support & Escalation Management - Serve as the primary escalation point for Product Support Engineers on complex technical issues and customer concerns. - Manage escalations with the flexibility to support urgent, high-visibility customer situations, including outside standard business hours when required. - Proactively oversee customer support queues, ensuring timely responses and adherence to SLAs. - Lead customer engagements to gather detailed information, troubleshoot issues, and identify potential product defects. - Provide expert-level product support, troubleshooting, and root cause analysis across the Semperis product portfolio. - Assist with major customer cases, ensuring effective communication, updates, and collaboration across teams. - Escalate critical issues to Support Management when response or resolution targets are at risk. ### Technical Leadership - Act as a subject matter expert for Semperis products and related technologies. - Analyze logs, traces, diagnostic information, and performance data to resolve complex technical issues. - Execute and oversee product upgrades within customer production environments. - Participate in major incident reviews and postmortem discussions to identify root causes and prevent recurrence. - Ensure technical solutions are properly documented and maintained within knowledge base systems. - Participate in product design and product engagement reviews, advocating for supportability, usability, and customer experience improvements. - Evaluate emerging technologies and provide both tactical and strategic recommendations for the evolution of the support organization. ### Operational Excellence - Continuously improve customer support workflows and processes to increase efficiency and meet support KPIs. - Ensure support cases meet quality standards through regular audits and spot checks. - Maintain detailed documentation of product defects and collaborate with Development and QA teams through the defect management lifecycle. - Ensure the team understands and follows established processes and procedures while actively contributing to process improvements. - Participate in projects and cross-functional meetings as a representative of the Support organization. - Collaborate closely with Engineering, Product Management, QA, and other teams to resolve customer issues and enhance product quality. # Technical Skills & Experience - 4+ years of experience in Product Support, including leadership or team management responsibilities. - Deep understanding of Semperis products and technologies. - Strong experience with **Active Directory**, **Microsoft 365**, and identity and access management solutions. - Solid 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. # Facilitation & Communication Skills - Strong active listening skills, with the ability to understand customer challenges and build trust. - Ability to communicate complex technical concepts clearly and effectively to diverse audiences. - Strong interpersonal skills and the ability to work collaboratively across teams and functions. - Adaptability and flexibility when managing varied customer situations, business priorities, and technical challenges. **#LI-HA1** **Why Join Semperis?** You’ll 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 you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you. \*\*Semperis maintains office locations in several cities across the globe. Where the job description specifies a required location, candidates will follow our hybrid work model. This includes working up to three 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.