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Semperis is seeking a Product Support Team Lead to lead their support engineering organization from their Tel Aviv office. This is a people management role reporting directly to the Director of Support Engineering, combining technical expertise with leadership responsibilities.
You will lead and mentor a team of Product Support Engineers, fostering a collaborative and growth-oriented environment. Key responsibilities include conducting performance reviews, creating development plans, onboarding new team members, and promoting knowledge sharing across the team. You'll ensure appropriate team coverage and proactively anticipate customer and business needs.
As the primary escalation point for complex technical issues, you'll manage high-visibility customer situations with flexibility to support urgent cases outside standard business hours. You'll oversee support queues, ensure SLA adherence, lead customer engagements, and provide expert-level troubleshooting across Semperis' product portfolio. You'll also assist with major customer cases and escalate critical issues to management when needed.
Technically, you'll act as a subject matter expert for Semperis products, analyzing logs and diagnostic data to resolve complex issues. You'll execute product upgrades in customer environments, participate in incident reviews and postmortems, maintain knowledge base documentation, and participate in product design reviews to advocate for supportability and customer experience improvements.
Operationally, you'll drive continuous improvement of support workflows and processes, conduct quality audits, maintain defect documentation, and collaborate with Engineering, Product, and QA teams. You'll represent the Support organization in cross-functional meetings and projects.
Required qualifications: 4+ years in Product Support with leadership or team management experience; deep knowledge of Semperis products, Active Directory, Microsoft 365, and identity/access management; solid understanding of DNS, networking, and security protocols; advanced PowerShell scripting; experience supporting production environments; excellent communication skills. Preferred: cloud platform experience (Azure, AWS, GCP) and proactive learning approach.
Semperis is recognized as one of America's Fastest-Growing Cybersecurity Companies by Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.
