Product Support Team Lead

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 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 succeed.

Key Responsibilities

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

Leadership & Team Development

• 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.

Customer Support & Escalation Management

• 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.

Technical Leadership

• 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.

Operational Excellence

• 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.

Technical Skills & Experience

• 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.

Business Experience

• Demonstrated leadership experience, including coaching, mentoring, and serving as an escalation point within a support organization.
• Strong organizational skills with the ability to manage competing priorities while maintaining high customer satisfaction.
• Experience working with cloud platforms such as Microsoft Azure, AWS, and Google Cloud Platform (GCP).
• A proactive approach to learning new technologies and adapting to changing customer needs.
• Strong analytical and problem-solving abilities, including the ability to define issues, collect data, identify root causes, and drive effective solutions.
• Understanding of identity and access management (IAM), cybersecurity solutions, and the broader identity security market landscape.

Facilitation & Communication Skills

• Strong active listening skills, with the ability to understand customer challenges and build trust.
• Ability to communicate complex technical concepts clearly and effectively to diverse audiences.
• Strong interpersonal skills and the ability to work collaboratively across teams and functions.
• Adaptability and flexibility when managing varied customer situations, business priorities, and technical challenges.