Support Analyst at Rvops assisting clients with SaaS product inquiries and troubleshooting issues via various communication channels.
About the role
- Product Support Team Lead managing engineers and handling escalations for Semperis security products. Focusing on team performance, customer satisfaction, and product support delivery.
Responsibilities
- Manage and mentor a team of Product Support Engineers.
- Handle customer escalations and troubleshoot complex issues.
- Ensure seamless product support delivery for Semperis' security and identity products.
- Measure success through KPIs like average response time and resolution time.
- Lead product upgrades in customer production environments.
- Provide expert-level product support and root cause analysis.
- Collaborate with cross-functional teams to resolve escalated customer issues.
- Conduct postmortem reviews of high-visibility incidents to improve processes.
Requirements
- 4+ years of experience in product support with leadership responsibilities.
- Deep understanding of Semperis products and technologies.
- Strong experience with Active Directory, O365, and related identity and access management systems.
- Proficiency with DNS, networking, and security protocols.
- Expertise in PowerShell and scripting for automation and troubleshooting.
- Strong verbal and written communication skills, with the ability to explain technical issues to various stakeholders.
- Experience in a software company supporting production environments and solving customer issues.
Benefits
- Professional development opportunities
- Flexible work arrangements
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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