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Semperis is seeking a Product Support Team Lead to lead and mentor a team of Product Support Engineers while serving as a senior escalation point for complex customer issues. Reporting to the Director of Support Engineering, you will combine strong technical expertise with people leadership to drive operational excellence and ensure exceptional support experiences for customers of Semperis' identity security solutions.
In this role, you will lead a team of support engineers, conducting performance reviews, creating development plans, and fostering a collaborative, growth-oriented environment. You'll mentor and onboard new team members, promote knowledge sharing, and ensure appropriate team coverage and prioritization of support activities.
You will serve as the primary escalation point for complex technical issues and customer concerns, managing high-visibility situations with flexibility to support urgent cases outside standard business hours. You'll proactively oversee support queues, ensure adherence to SLAs, and lead customer engagements to troubleshoot issues and identify product defects. Your technical expertise will be critical—you'll provide expert-level support, perform root cause analysis, execute product upgrades in customer environments, and participate in major incident reviews.
As a technical leader, you'll act as a subject matter expert for Semperis products, analyze logs and diagnostic data, maintain knowledge base documentation, and participate in product design reviews to advocate for supportability and customer experience improvements. You'll also evaluate emerging technologies and provide strategic recommendations for the support organization's evolution.
Operationally, you'll continuously improve support workflows and processes, ensure quality standards through audits, maintain defect documentation, and collaborate with Engineering, Product, and QA teams. Success is measured through KPIs including response/resolution times, customer satisfaction scores, ticket backlog management, case closure rates, and team performance and retention.
Required qualifications: 4+ years in Product Support with leadership or team management experience; deep understanding of Semperis products, Active Directory, Microsoft 365, and identity/access management solutions; solid knowledge of DNS, networking, and security protocols; advanced PowerShell scripting skills; experience supporting production environments; excellent communication skills; demonstrated leadership experience with coaching and mentoring; strong organizational skills; experience with cloud platforms (Azure, AWS, GCP); and a proactive approach to learning new technologies.
