Senior Product Support Team Lead

Semperis; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Global team

Job summary

Semperis is seeking a Product Support Team Lead to mentor a team of Product Support Engineers and drive operational excellence across our identity security solutions. You will serve as a senior escalation point for complex customer issues and collaborate with cross-functional teams to deliver exceptional support experiences.

The ideal candidate brings a deep technical background in Active Directory, Microsoft 365, IAM, and cloud platforms, plus proven leadership.

Qualifications

• 4+ years of experience in Product Support, including leadership or team management responsibilities.
• Deep understanding of Semperis products and technologies.
• 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 for automation, diagnostics, and troubleshooting.
• Experience supporting production software environments and resolving customer-impacting issues.
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

Responsibilities

• 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.

Job description

Semperis is seeking a Product Support Team Lead to mentor a team of Product Support Engineers and drive operational excellence across our identity security solutions. You will serve as a senior escalation point for complex customer issues and collaborate with cross-functional teams to deliver exceptional support experiences.

The ideal candidate brings a deep technical background in Active Directory, Microsoft 365, IAM, and cloud platforms, plus proven leadership.