Overview
At Semperis, our mission is to be a Force for Good. We believe that when people feel valued, supported, and empowered, they do their best work. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.
What We Are Looking For
We are looking for a Product Support Engineer to join our team.
Location: London, England, United Kingdom (hybrid work model with office and remote days).
Responsibilities
* Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level.
* Develop and maintain in-depth working knowledge of at least 1 or 2 Semperis primary product(s) assigned to support.
* Monitor the Support Queue to ensure all SLA are 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.
* Track and update all customer support issues and log them within the CRM platform (e.g., Salesforce).
* Create knowledge base articles to grow and mature the KB repository.
* Define problems, collect data, establish facts, and draw valid conclusions.
* Anticipate, identify, and resolve issues/concerns both internally and externally.
* Develop and present solutions to appropriate parties; handle problems and conflicts professionally and proactively.
* Use sound judgment regarding escalation of issues to client or company management.
* Meet time requirements for all assignments with minimal reminders; prioritize work and seek efficient ways to complete tasks.
* Provide pre-sales technical assistance and product education.
* Maintain expert knowledge of Semperis products to develop and present unique solutions; stay informed on emerging trends in related technology areas.
* Willingness to travel to customers or events as necessary.
Technical Skills
* Ability to define problems, collect data, establish facts, and draw valid conclusions.
* Experience with Active Directory Management (users/groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
* Experience with Cloud technologies like Azure, AWS, and Google.
* Basic knowledge of analyzing TCP dumps, Wireshark.
Business Experience
* Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level.
* Monitor the Support Queue to ensure all SLA are met.
* Track and update all customer support issues and periodically provide updates within the case in CRM platform (e.g., Salesforce).
* Create knowledge base articles to grow and mature our KB repository.
* Understand and document customer requirements, manage expectations, and provide excellent customer service.
Facilitation Skills
* Manage time effectively to meet customer expectations; multitask, prioritize, and work efficiently without sacrificing quality.
* Active listening when communicating with customers to understand issues and provide the best possible solution.
Why Join Semperis?
You’ll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you.
EEO and Accommodation Semperis is an equal opportunity employer and will not discriminate based on race, color, religion, creed, national origin, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, disability, veteran or military status, genetic information, citizenship, marital status, or any other legally protected basis. Applicants may be entitled to reasonable accommodations under the Americans with Disabilities Act and/or other laws. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to participate in the process.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Computer and Network Security
London, England, United Kingdom
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