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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 timely responses and SLA adherence, and lead customer engagements to troubleshoot issues and identify product defects. Your technical expertise will be critical in providing expert-level support, root cause analysis, and overseeing product upgrades in customer production environments.
As a technical leader, you'll act as a subject matter expert for Semperis products and related technologies, analyzing logs and diagnostic data to resolve complex issues. You'll participate in major incident reviews, maintain technical documentation, and advocate for supportability and customer experience improvements through product design reviews.
You'll drive continuous improvement of support workflows and processes, maintain quality standards through audits, and collaborate closely with Engineering, Product Management, QA, and other teams to resolve customer issues and enhance product quality.
Required qualifications include 4+ years of Product Support experience with leadership or team management responsibilities, deep understanding of Active Directory, Microsoft 365, and identity and access management solutions. You should have solid networking knowledge, advanced PowerShell scripting skills, and experience supporting production software environments. Strong written and verbal communication skills are essential, along with demonstrated leadership experience in coaching and mentoring. Experience with cloud platforms (Azure, AWS, GCP) and a proactive approach to learning new technologies are valued.
