Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- Product Support Team Lead managing engineers and handling escalations for Semperis security products. Focusing on team performance, customer satisfaction, and product support delivery.
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.
- Measure success through KPIs like average response time and resolution time.
- Lead product upgrades in customer production environments.
- Provide expert-level product support and root cause analysis.
- Collaborate with cross-functional teams to resolve escalated customer issues.
- Conduct postmortem reviews of high-visibility incidents to improve processes.
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, with the ability to explain technical issues to various stakeholders.
- Experience in a software company supporting production environments and solving customer issues.
Benefits
- Professional development opportunities
- Flexible work arrangements
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Loan Support Analyst Senior responsible for covenant monitoring, financial analysis, and ensuring compliance with loan documents for PNC. Collaborating on a portfolio of commercial real estate loans with heightened borrower interactions.
Technical Support Engineer providing troubleshooting and diagnostic support for KLA equipment. Collaborating with specialists and supporting escalated issues with 40 - 70% travel.
Customer Support Engineer providing exceptional support for Zoho's SaaS products in the European market. Collaborating with teams to resolve technical issues and assist customers in optimizations.
Analytical role supporting brokerage team with fast, high - quality market and property analysis at Newsec. Focused on data handling, research, and preparing materials for brokers.
Technical Support Service Manager enhancing service delivery for Vodafone's B2B segments. Leading a support team while collaborating with cross - functional teams for customer needs.
Technical Support Agent providing customer service related to SONDA products. Engaging with clients to assure high levels of customer satisfaction through technical assistance.
Support Technician providing technical assistance on laptops, tablets, desktops, and phones. Ensuring professional support in a hybrid work environment.
FC
Senior Clinical Consultant role providing technical support for FUJIFILM imaging devices. Responsible for customer training and consultation with extensive travel in Latin America.
Technical Support Specialist providing exceptional customer service and support for a nonprofit software platform. Engaging with customers through email and phone to resolve software issues.