At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.

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.