Semperis is looking for a Product Support Engineer to join their Technical Delivery team. The successful candidate will be responsible for solving technical issues, providing customer service, and shaping future product development by listening to customer challenges and providing feedback to management, Product, and R&D teams.
Requirements
- 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 a 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.
- 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
Benefits
- Flexible work schedule
- Professional growth opportunities
- Opportunities for advancement
