Senior Product Support Engineer

Semperis focuses on creating an employee experience that is aligned with our vision—being a Force for Good— starting with being a good workplace. Semperis is recognized as one of America’s Fastest-Growing Cybersecurity Companies on the Inc. 5000 List, a DUNS 100 top Start Up to work for and Inc. Best Workplace for multiple years. With teams around the world, you’ll be working alongside top global talent in Cybersecurity and Identity Access Management.

If you are a purpose-driven person who always sees the glass as half full, seizes opportunities, and has an urge to learn and develop your skills—we’d love to meet you.

What we are looking for:

We are looking for a Senior Product Support Engineer to join our team.

What you will be doing:

As a Sr. Product Support Engineer at Semperis, you will be an essential member of our Technical Delivery team. You will be responsible for supporting multiple products and solving technical issues while providing stellar customer service on our security and identity products. Additionally, you will serve as a liaison for Product Support Engineers as their primary escalation point as they flourish in their role.

• The ideal candidate will have extensive experience with Linux, Kubernetes, and Kafka and preferably some exposure to Apache Flink. You will provide technical support, troubleshoot complex issues, and deliver innovative solutions to our clients.
• Troubleshoot and resolve complex issues related to our product running on Linux, Kubernetes, Kafka, and other relevant technologies.
• Develops and maintains expert knowledge of a minimum of 2 or more Semperis primary product(s) assigned to support.
• Advance troubleshooting skills in analyzing trace and debugging logs while utilizing the right tools to capture data.
• The Senior Product SE will be an escalation point for Product Support Engineers, mentoring them to excel in their product knowledge.

What you will bring:

Technical Skillset

• Has extensive experience with Linux and Kubernetes.
• Experience in Kafka, and preferably some exposure to Apache Flink, is a plus.
• Exposure to knowledge of Active Directory
• Motivated to quickly learn /digest Semperis core product(s) knowledge as it relates to Active Directory, Linux, and Kubernetes.
• Develop and present solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.
• Experience with Cloud technologies like Azure, AWS, and GCP
• Maintain expert knowledge of Semperis products to develop and present unique solutions. Also, stay informed of emerging trends in related technology areas.

Business Experience

• Mentor and be the primary escalation point for Product Support engineers.
• Advance troubleshooting skills in analyzing trace and debugging logs while utilizing the right tools to capture data.
• Contribute to creating KB while dealing with complex cases to grow our KB repository.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Uses sound judgment regarding the escalation of issues while keeping management and customers updated.

Facilitation Skills

• Active Listening. Listen to customers to understand their technical issues, concerns, and requirements. Active listening involves hearing what customers say, empathizing with their perspective, and demonstrating understanding.
• The ability to clearly and effectively communicate technical concepts to technical and non-technical stakeholders (CSMs).
• Manage multiple tasks and prioritize customer issues based on their level of urgency.
• Adaptability and Flexibility: Each customer interaction is unique, and as Sr Product SE, you are expected to adapt to different communication styles, personalities, and technical challenges.

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Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by the Semperis application is solely to determine suitability for employment, verify identity, and maintain employment statistics.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and/or other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Semperis. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to otherwise participate in the application process.