Semperis
Cybersecurity
ProductSupportEngineer,TeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Product Support Engineer, Team Lead at Semperis. Skills: Product support, Leadership, Troubleshooting, Identity management. Manage and mentor a team. Handle customer escalations”
What You'll Achieve.
Average response time; Resolution time; Customer Satisfaction Score (CSAT); Ticket backlog; Escalations; Cases close rate; Team performance; Retention rates
Industry & Context.
Troubleshoot complex issues; Root cause analysis; Define issues; Collect data; Draw valid conclusions
Work outside of standard business hours
What They're Looking For.
Must Have
4+ years of experience in product support with leadership responsibilities, Deep understanding of Semperis products and technologies, 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, Verbal and written communication skills, Experience in a software company supporting production environments and solving customer issues, Proven leadership and mentoring experience, Ability to prioritize and manage multiple tasks, Problem-solving skills
Nice to Have
Experience in cloud technologies like Azure, AWS, and GCP, A proactive approach to learning new technologies, Awareness of identity and access management, infosec product landscapes, and competing technologies
What You'll Do.
Manage and mentor a team
Handle customer escalations
Troubleshoot complex issues
Ensure seamless product support delivery
Serve as escalation point
Lead product upgrades
Evaluate team productivity
Provide personal development plans
Lead and mentor engineers
Foster collaborative environment
Prioritize team tasks
Improve customer support workflows
Provide expert-level product support
Execute product upgrades
Collaborate with cross-functional teams
Resolve escalated customer issues
Ensure product progression
Act as subject matter expert
Lead customer engagements
Collect information on product defects
Guide customers through troubleshooting
Document product defects
Escalate product defects
Maintain detailed records
Manage customer support queues
Conduct postmortem reviews
Prevent future issues
Participate in product design reviews
Advocate for supportability improvements
Advocate for usability improvements
Share technical knowledge
Lead training sessions
Advise management on team development
Ensure quality of remedy cases
Document technical solutions
Ensure team follows processes
Contribute to process gains
Contribute to team efficiency gains
Assist in significant cases
Send out notifications
Communicate with other teams
Provide case information
Ensure management awareness of cases
Ensure adherence to escalation procedures
Participate in major case meetings
Determine root causes
Identify underlying problems
Resolve underlying problems
Participate in projects
Participate in product engagement process
Attend meetings as support representative
Evaluate technologies
Provide tactical direction
Provide strategic direction
Mentor new support personnel
Train new support personnel
Manage new support personnel
Anticipate customer needs
Anticipate colleague needs
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams; Communicate with other teams; Attend meetings as representative for the Support Team
Communication Scope
Verbal and written communication skills; Ability to explain technical issues; Communicate complex technical concepts
Process & Methodology
Prioritize and manage multiple tasks
Full 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 be an essential leader within our Product Support team. You will manage and mentor a team of Product Support Engineers while also handling customer escalations, troubleshooting complex issues, and ensuring seamless product support delivery for Semperis' security and identity products. The ideal candidate will have a deep technical background, strong leadership skills, and the ability to drive team performance and resolve customer challenges. You will also serve as an escalation point for Product Support Engineers and lead product upgrades in customer environments. KEY RESPONSIBILITIES - The success of the Team Lead will be measured through the following KPIs but not limited to: o Average response time and resolution time. o Customer Satisfaction Score (CSAT). o Ticket backlog and escalations. o Cases close rate. o Team performance and retention rates. - Escalation management with flexibility and adaptability to work outside of standard business hours to meet customers’ urgent issues with high visibility. - Performance management by regularly evaluating team productivity, providing feedback, and creating a personal development plan for the team members. - Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth-oriented environment. - Always Ensures appropriate Customer Support team coverage and prioritizes team tasks. - Continuously improve and track customer support workflows to optimize efficiency and meet KP
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