Product Support Engineer – Team Lead

About the role

Semperis is seeking a Product Support Engineer who will lead a team of support engineers, act as the senior escalation point for complex customer issues, and help drive operational excellence for its identity security solutions.

Key responsibilities

• Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth‑oriented environment.
• Serve as the primary escalation point for complex technical issues, overseeing case resolution and ensuring adherence to SLAs.
• Partner closely with Engineering, Product Management, and QA to resolve customer problems and improve product quality.
• Oversee product upgrades in customer production environments and ensure smooth deployments.
• Continuously improve support workflows, conduct audits, and contribute to process enhancements.

Required profile

• 4+ years of product support experience with proven leadership or team‑management responsibilities.
• Strong knowledge of Active Directory, Microsoft 365, IAM, DNS, networking and security protocols.
• Demonstrated ability to manage competing priorities while maintaining high customer satisfaction.
• Experience working with cloud platforms such as Azure, AWS, and Google Cloud.
• Excellent written and verbal communication skills, capable of explaining complex technical concepts to diverse audiences.

Required skills

• Active Directory and identity technologies
• Microsoft 365, Azure, AWS, Google Cloud Platform
• PowerShell scripting for automation and diagnostics
• DNS, networking concepts, and security protocols
• Identity and Access Management (IAM)