Semperis
Product Support Engineer, Team Lead
Dublin, Ireland, Remote. Posted 2 months ago
The role
You will lead, mentor, and develop a team of Product Support Engineers while serving as a senior escalation point for complex customer issues. You will drive operational excellence and partner with cross-functional teams to support identity security solutions.
What you will do
- Lead, mentor, and manage a team of Product Support Engineers
- Conduct performance reviews and create development plans
- Mentor, train, and onboard new support team personnel
- Serve as the primary escalation point for complex technical issues
- Manage escalations including urgent situations outside standard business hours
- Oversee customer support queues and ensure adherence to SLAs
- Provide expert-level product support and root cause analysis
- Execute and oversee product upgrades in customer production environments
- Analyze logs, traces, and diagnostic information to resolve issues
- Collaborate with Engineering, Product Management, and QA teams
Required qualifications
- 4+ years of experience in Product Support, including leadership or team management responsibilities
- Strong experience with Active Directory, Microsoft 365, and identity and access management solutions
- Solid understanding of DNS, networking concepts, and security protocols
- Advanced PowerShell scripting skills
- Experience supporting production software environments
- Excellent written and verbal communication skills
- Demonstrated leadership experience including coaching and mentoring
- Strong organizational skills
- Strong analytical and problem-solving abilities
Nice to have
- Experience working with cloud platforms such as Microsoft Azure, AWS, and Google Cloud Platform (GCP)
- Understanding of identity and access management (IAM), cybersecurity solutions, and the broader identity security market landscape
About the company
Semperis is a cybersecurity company recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000. The company focuses on creating an employee experience rooted in purpose, growth, and balance.