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LeadFull-timeAWSGCPAzure
Salary Range
$110,160 - $149,040 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Product Support Team Lead to join our team at Semperis. This role involves managing and mentoring a team of Product Support Engineers while handling customer escalations and troubleshooting complex issues for our security and identity products.
Key Responsibilities
- →Manage and mentor a team of Product Support Engineers
- →Handle customer escalations and troubleshoot complex issues
- →Ensure seamless product support delivery for Semperis' security and identity products
- →Lead product upgrades in customer environments
- →Collaborate with cross-functional teams to resolve escalated customer issues
- →Act as a subject matter expert to analyze logs, traces, and performance data
- →Document and escalate product defects to Development or QA
- →Proactively manage customer support queues and meet SLAs
- →Conduct postmortem reviews of high-visibility incidents
- →Participate in product design reviews and advocate for supportability and usability improvements
- →Share technical knowledge and lead training sessions
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 DNS, networking, and security protocols
- ✓Expertise in PowerShell and scripting for automation and troubleshooting
- ✓Strong verbal and written communication skills
- ✓Experience in a software company supporting production environments
- ✓Proven leadership and mentoring experience
- ✓Ability to prioritize and manage multiple tasks
- ✓Experience in cloud technologies like Azure, AWS, and GCP
- ✓A proactive approach to learning new technologies
- ✓Strong problem-solving skills
- ✓Awareness of identity and access management, infosec product landscapes, and competing technologies
- ✓Active listening skills to understand and empathize with customer issues
- ✓Ability to communicate complex technical concepts to both technical and non-technical stakeholders
- ✓Adaptability and flexibility in managing diverse customer interactions and technical challenges
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