Semperis

Product Support Engineer – Team Lead

Semperis

full-time

Posted on:

Location Type: Hybrid

Location: Dublin • Ireland

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Job Level

Senior

Tech Stack

DNS

About the role

  • Manage and mentor a team of Product Support Engineers.
  • Handle customer escalations and troubleshoot complex issues.
  • Ensure seamless product support delivery for Semperis' security and identity products.
  • Measure success through KPIs like average response time and resolution time.
  • Lead product upgrades in customer production environments.
  • Provide expert-level product support and root cause analysis.
  • Collaborate with cross-functional teams to resolve escalated customer issues.
  • Conduct postmortem reviews of high-visibility incidents to improve processes.

Requirements

  • 4+ years of experience in product support with leadership responsibilities.
  • Deep understanding of Semperis products and technologies.
  • Strong experience with Active Directory, O365, and related identity and access management systems.
  • Proficiency with DNS, networking, and security protocols.
  • Expertise in PowerShell and scripting for automation and troubleshooting.
  • Strong verbal and written communication skills, with the ability to explain technical issues to various stakeholders.
  • Experience in a software company supporting production environments and solving customer issues.
Benefits
  • Professional development opportunities
  • Flexible work arrangements
  • Health insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product supportActive DirectoryO365identity and access managementDNSnetworkingsecurity protocolsPowerShellscriptingautomation
Soft Skills
mentoringtroubleshootingcommunicationcollaborationleadershipcustomer serviceproblem-solvingprocess improvementanalytical thinkingstakeholder management