OverviewAs a Product Support Engineer at Semperis, you will be an essential member of our Technical Delivery team. Your role involves solving technical issues, providing stellar customer service on our security and identity products, and shaping future product development by listening to customer challenges and providing ongoing feedback to our management, Product, and R&D; teams.LocationHoboken, NJ (Hybrid role – 2–3 days per week in the office)Employment TypeFull timeLocation TypeHybridDepartmentSupportCompensationEstimated annual salary: CA$90,000 – CA$150,000Performance‑based bonuses, equity awards, and a comprehensive benefits package (medical, dental, vision, retirement savings, paid time off, and more)Duties and ResponsibilitiesTroubleshoot technical and operational issues to maintain customer satisfaction at the highest levelDevelop and maintain in‑depth knowledge of one or two Semperis primary products assigned to supportMonitor the support queue to ensure all SLAs are metManage Active Directory environments (users, groups, schema, LDAP, Group Policies, SysVol, Enterprise Administration)Support cloud technologies such as Azure, AWS, and Google CloudTrack and update all customer support issues in the CRM platform (e.G., Salesforce)Create knowledge‑base articles to grow and mature our KB repositoryDefine problems, collect data, establish facts, and draw valid conclusionsAnticipate, identify, and resolve issues internally and externallyDevelop and present solutions to appropriate parties, handling problem and conflict resolution professionallyUse sound judgment regarding escalation of issues to clients or company managementMeet time requirements for all assignments with minimal reminders; prioritize work and seek efficienciesProvide pre‑sales technical assistance and product educationMaintain expert knowledge of Semperis products and stay informed about emerging trends in related technology areasWillingness to travel to customers or events as necessaryQualifications and Requirements2–4 years of experience in an enterprise IT or software organization, or a system integration vendorStrong working knowledge of Active Directory and hands‑on troubleshooting in an enterprise environmentPrevious customer‑facing role such as support engineer or system administratorProven troubleshooting abilitiesAwareness of identity access management and information security product landscapesKnowledge of Azure AD and Office 365 (especially installation, administration, and support) is a plusExperience deploying and supporting solutions in a production environmentAbility to communicate with technical contacts and decision‑makers at the customerBachelor’s degree in a related field (CS, Economics, Engineering, or equivalent) or equivalent experienceExcellent verbal and written English communication skillsBonus PointsIdentity and Access Management experienceEqual Opportunity EmployerSemperis 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.Accommodation for Applicants with DisabilitiesApplicants 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 prospect without imposing undue hardship on Semperis.#J-18808-Ljbffr

📌 Product Support Engineer - C$90,000 - C$150,000 A Year (Winnipeg)
🏢 Semperis
📍 Winnipeg