Product Support Engineer

Semperis•Dallas, TX

62d•Hybrid

About The Position

As aâ¯Product Support Engineer at Semperis, you will be an essential member of our Technical Delivery team.â¯You will be responsible for solving technical issues and provide 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.

Requirements

Ability to define problems, collect data, establish facts, and draw valid conclusions.
Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
Experience with Cloud technologies like Azure, AWS, and Google.
Basic knowledge with analyzing TCP-dumps, Wireshark.
Customer Facing support experience in a highly technical environment
Active Listening. Listen to customers to understand their technical issues, concerns, and requirements. Active listening involves hearing what customers say, empathizing with their perspective, and demonstrating understanding.
The ability to clearly and effectively communicate technical concepts to technical and non-technical stakeholders (CSMs).
Manage multiple tasks and prioritize customer issues based on their level of urgency.
Adaptability and Flexibility: Each customer interaction is unique, and as Product SE, you are expected to adapt to different communication styles, personalities, and technical challenges.

Responsibilities

Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
Develops and maintains in depth 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 Cloud technologies like Azure, AWS, and Google.
Tracks and updates all customer support issues and logs them within the case in CRM platform like Salesforce.
Create Knowledge base articles on regular basis to grow and mature our KB repository.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.
Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.
Uses sound judgment regarding escalation of issues to client or company management.
Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
Provide pre-sales 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