Product Support Engineer Team Lead

Semperis; Ireland; On-site; EUR 85,000 - 110,000; Full time

Job summary

Semperis is seeking a Product Support Team Lead to lead and mentor a team of Product Support Engineers. You will act as a senior escalation point for complex customer issues, drive operational excellence, and partner with cross-functional teams to optimize support across Semperis’ identity security solutions.

Your background should include strong technical and people leadership, with experience in cloud environments (Azure, AWS, GCP) and Active Directory.

Qualifications

• 4+ years of experience in Product Support with leadership or team management.
• Deep knowledge of Active Directory and identity technologies.
• Experience with cloud platforms (Azure, AWS, GCP).
• Strong scripting, diagnostics, and root-cause analysis skills.
• Excellent communication and collaboration across teams.

Responsibilities

• Lead, mentor, and develop a team of Product Support Engineers.
• Serve as senior escalation point for complex customer issues.
• Drive operational excellence and SLA adherence.
• Collaborate with Engineering, Product Management, QA and Support teams.
• Contribute to knowledge base and training materials.

Skills

Active Directory

Identity technologies

Leadership

PowerShell scripting

DNS & Networking

Cloud platforms (Azure/AWS/GCP)

Communication

Problem solving

Tools

PowerShell

Job description

• As a Product Support Team Lead at Semperis, you will play a critical leadership role within our Product Support organization, reporting directly to the Director of Support Engineering. In this 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 combine strong technical expertise with people leadership to ensure exceptional support experiences for our customers. You will drive operational excellence, oversee escalated cases, contribute to process improvements, and partner closely with cross-functional teams to support Semperis’ identity security solutions
• The success of the Team Lead will be measured through key performance indicators (KPIs), including but not limited to:
• Average response and resolution times
• Customer Satisfaction Score (CSAT)
• Ticket backlog management and escalation handling
• Case closure rates
• Team performance, engagement, and retention
• Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative, supportive, and growth-oriented environment
• Conduct regular performance reviews, provide constructive feedback, and create individualized development plans for team members
• Mentor, train, and onboard new support team personnel
• Promote knowledge sharing, lead technical training sessions, and support continuous learning across the team
• Ensure appropriate team coverage and effective prioritization of support activities
• Take initiative and anticipate the needs of customers, colleagues, and the business
• Serve as the primary escalation point for Product Support Engineers on complex technical issues and customer concerns
• Manage escalations with the flexibility to support urgent, high-visibility customer situations, including outside standard business hours when required
• Proactively oversee customer support queues, ensuring timely responses and adherence to SLAs
• Lead customer engagements to gather detailed information, troubleshoot issues, and identify potential product defects
• Provide expert-level product support, troubleshooting, and root cause analysis across the Semperis product portfolio
• Assist with major customer cases, ensuring effective communication, updates, and collaboration across teams
• Escalate critical issues to Support Management when response or resolution targets are at risk
• Act as a subject matter expert for Semperis products and related technologies
• Analyze logs, traces, diagnostic information, and performance data to resolve complex technical issues
• Execute and oversee product upgrades within customer production environments
• Participate in major incident reviews and postmortem discussions to identify root causes and prevent recurrence
• Ensure technical solutions are properly documented and maintained within knowledge base systems
• Participate in product design and product engagement reviews, advocating for supportability, usability, and customer experience improvements
• Evaluate emerging technologies and provide both tactical and strategic recommendations for the evolution of the support organization
• Continuously improve customer support workflows and processes to increase efficiency and meet support KPIs
• Ensure support cases meet quality standards through regular audits and spot checks
• Maintain detailed documentation of product defects and collaborate with Development and QA teams through the defect management lifecycle
• Ensure the team understands and follows established processes and procedures while actively contributing to process improvements
• Participate in projects and cross-functional meetings as a representative of the Support organization
• Collaborate closely with Engineering, Product Management, QA, and other teams to resolve customer issues and enhance product quality

The ideal candidate brings a deep technical background, knowledge of Active Directory and identity technologies, proven leadership experience, and a passion for helping both customers and team members succeedExperience working with cloud platforms such as Microsoft Azure, AWS, and Google Cloud Platform (GCP)Deep understanding of Semperis products and technologiesA proactive approach to learning new technologies and adapting to changing customer needsAdvanced PowerShell scripting skills for automation, diagnostics, and troubleshootingStrong organizational skills with the ability to manage competing priorities while maintaining high customer satisfactionStrong analytical and problem-solving abilities, including the ability to define issues, collect data, identify root causes, and drive effective solutionsSolid understanding of DNS, networking concepts, and security protocolsAdaptability and flexibility when managing varied customer situations, business priorities, and technical challengesStrong experience with Active Directory, Microsoft 365, and identity and access management solutionsUnderstanding of identity and access management (IAM), cybersecurity solutions, and the broader identity security market landscapeExcellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiencesStrong interpersonal skills and the ability to work collaboratively across teams and functionsAbility to communicate complex technical concepts clearly and effectively to diverse audiencesDemonstrated leadership experience, including coaching, mentoring, and serving as an escalation point within a support organizationExperience supporting production software environments and resolving customer-impacting issuesStrong active listening skills, with the ability to understand customer challenges and build trust4+ years of experience in Product Support, including leadership or team management responsibilities