Hybrid Product Support Engineer

at Semperis

• Job title: Product Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud
• Location requirements: Hybrid, Dublin, Ireland

About the role

• Product Support Engineer responsible for troubleshooting and supporting Semperis security products. Collaborating with customers and the technical delivery team to enhance product development.

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 Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
• 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.
• Willingness to travel to customers or events as necessary.

Requirements

• 2-4 years working in either an enterprise IT or enterprise software organization or for a system integration vendor.
• Working knowledge and hands-on experience with Active Directory — you have administered or performed troubleshooting of an enterprise Active Directory environment.
• Worked at least one customer-facing role as a support engineer, system administrator, or another technical role.
• Proven troubleshooting abilities.
• Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem.
• Knowledge of Azure AD and Office 365 is a plus, especially from the perspective of installation, administration, and support.
• Experience deploying and supporting solutions in a production environment.
• Ability to communicate with technical contacts and technical decision-makers at the customer.
• Bachelor’s Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience.
• Excellent verbal and written English communication skills.

Benefits

• Flexible working hours
• Personal development opportunities