Find technical support representative Jobs in dublin, d

Product Support Engineer, Team Lead
Semperis —Dublin, County Dublin
- Full-time
- Hybrid work
- Azure
- AWS
- Mentoring
Linux Administrator
Eirgrid —Dublin, County Dublin
- Oracle
- Software troubleshooting
- Analysis skills
Quick apply
2h
Supervisor - Aviation Ground Safety
Global Aerospace Logistics —Dublin, County Dublin
- Full-time
- Relocation assistance
- Employee assistance program
Quick apply
1d
Senior IT Lead and Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Azure
- Computer Science
- Master's degree
21h
Staff Site Reliability Engineer - Site Experience
Reddit —Dublin, County Dublin
- Linux
- Communication skills
- Python
- Annual leave
Junior Software Engineer, Platform
Semperis —Dublin, County Dublin
- Full-time
- Hybrid work
- Azure
- Computer Science
- English
Fund Accounting & Administration, Officer.
State Street —DUBLIN 2, County Dublin
- Full-time
- Analysis skills
- Communication skills
Project Coordinator (Pre-Construction)
Ethos —Dublin, County Dublin
- Holidays
- Hybrid work
- Project management
- Leadership
- Communication skills
7d
EHR Training Lead
UPMC —Dublin, County Dublin
- Hybrid work
- System design
- Clinic
- Bachelor's degree
- Annual leave
QA Manager & Qualified Person (QP)
RxSource —Dublin, County Dublin
- Engineering
- Bachelor's degree
- No degree
Senior Procurement Manager
Johnson Controls —Dublin, County Dublin
- Full-time
- Engineering
- ERP systems
- Bachelor's degree
Mechanical Stress Engineer
Boeing —Dublin, County Dublin
- Bachelor's degree
- No degree
1d
General Maintenance Operator
Aramark —Dublin, County Dublin
- Carpentry
- Plumbing
- Driving
- Fuel card
5d
Graduate Stakeholder Engagement Consultant
AtkinsRéalis —Dublin, County Dublin
- Full-time
- Hybrid work
- Communication skills
14d
Internal Sales Representative
T J O'Mahony —Dublin, County Dublin
- Full-time
- Sales
- Customer service
- Microsoft Office
- Employee discount
Quick apply
9d
Legal Secretary - Public, Regulatory & Investigations
Mason Hayes & Curran LLP —Dublin, County Dublin
- Full-time
- Project management
Quick apply
Business Development Representative, Emerging AI Products
Intercom —Dublin, County Dublin
- Hybrid work
- Sales
- Bachelor's degree
- No degree
- Annual leave
- Work from home
13d
Manager, Risk & Controls (12 FTC)
Fiserv —Dublin, County Dublin
- Full-time
- Management
6d
ICT Package Manager
Fohntech Group —DUBLIN 15, County Dublin
- Full-time
- Communication skills
Downstream Shift Manager
MSD —Dunboyne, County Meath
- Full-time
- Management
- Project management
- Continuous improvement
8d

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Product Support Engineer, Team Lead

Semperis -
Dublin, County Dublin

Apply Now

Job details

Full-time

Qualifications

Azure
BMC Remedy
Google Cloud Platform
AWS
Mentoring
Scripting
DNS
Data collection
Leadership
Communication skills
PowerShell
Active Directory

Full job description

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 be an essential leader within our Product Support team. You will manage and mentor a team of Product Support Engineers while also handling customer escalations, troubleshooting complex issues, and ensuring seamless product support delivery for Semperis' security and identity products.

The ideal candidate will have a deep technical background, strong leadership skills, and the ability to drive team performance and resolve customer challenges. You will also serve as an escalation point for Product Support Engineers and lead product upgrades in customer environments.

Key Responsibilities

The success of the Team Lead will be measured through the following KPIs but not limited to:
o Average response time and resolution time.
o Customer Satisfaction Score (CSAT).
o Ticket backlog and escalations.
o Cases close rate.
o Team performance and retention rates.
Escalation management with flexibility and adaptability to work outside of standard business hours to meet customers’ urgent issues with high visibility.
Performance management by regularly evaluating team productivity, providing feedback, and creating a personal development plan for the team members.
Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth-oriented environment.
Always Ensures appropriate Customer Support team coverage and prioritizes team tasks.
Continuously improve and track customer support workflows to optimize efficiency and meet KPIs.
Provide expert-level product support, troubleshooting, and root cause analysis across Semperis products.
Execute and oversee product upgrades in customer production environments.
Collaborate with cross-functional teams to resolve escalated customer issues and ensure product progression.
Act as a subject matter expert, utilizing diagnostic tools to analyze logs, traces, and performance data to resolve complex issues.
Lead customer engagements to collect information on potential product defects and guide them through troubleshooting procedures.
Document and escalate product defects to Development or QA, maintaining detailed records in the CRM system.
Proactively manage customer support queues, respond to inquiries, and meet SLAs.
Conduct postmortem reviews of high-visibility incidents to improve processes and prevent future issues.
Participate in product design reviews and advocate for supportability and usability improvements.
Contribute to team success by sharing technical knowledge, leading training sessions, and advising management on team development.
Ensures the quality of remedy cases, including performing spot checks.
Uses sound judgment in escalating major cases to the Support Manager.
Ensures technical solutions are documented in each knowledge base
Ensures the team follows and understands the processes and procedures, contributing to the process and team efficiency gains.
Assists in significant cases, including sending out notifications and updates and communicating with other teams to provide information relating to the case.
Ensures management is aware of any cases (where response/resolution targets are in danger of being missed) and ensures adherence to escalation procedures.
Participates in major case meetings to determine root causes and identify/resolve underlying problems and risks.
Participates in the projects and product engagement process by attending meetings as a representative for the Support Team
Evaluates technologies and provides both tactical and strategic direction for the support center
Mentors, trains, and manages new support team personnel
Takes initiative and anticipates the needs of customers and colleagues.

Technical Skillset

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.

Business Experience

Proven leadership and mentoring experience, acting as the primary escalation point for Product Support Engineers.
Ability to prioritize and manage multiple tasks, ensuring customer satisfaction and team effectiveness.
Experience in cloud technologies like Azure, AWS, and GCP.
A proactive approach to learning new technologies and adapting to evolving customer needs.
Strong problem-solving skills with the ability to define issues, collect data, and draw valid conclusions.
Awareness of identity and access management, infosec product landscapes, and competing technologies.

Facilitation Skills

Active listening skills to understand and empathize with customer issues and requirements.
Ability to communicate complex technical concepts to both technical and non-technical stakeholders.
Adaptability and flexibility in managing diverse customer interactions and technical challenges.

Why Join Semperis?
You’ll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you.

**Semperis maintains office locations in several cities across the globe. Candidates who reside within 45 miles of one of our offices—or where the job description specifies a required location—will follow our hybrid work model. This includes working onsite some days per week and remotely the remaining days.

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.

Apply Now

Refine Your Search

technical support representative jobs in dublin, d

Product Support Engineer, Team Lead

Linux Administrator

Supervisor - Aviation Ground Safety

Senior IT Lead and Delivery Manager

Staff Site Reliability Engineer - Site Experience

Junior Software Engineer, Platform

Fund Accounting & Administration, Officer.

Project Coordinator (Pre-Construction)

EHR Training Lead

QA Manager & Qualified Person (QP)

Senior Procurement Manager

Mechanical Stress Engineer

General Maintenance Operator

Graduate Stakeholder Engagement Consultant

Internal Sales Representative

Legal Secretary - Public, Regulatory & Investigations

Business Development Representative, Emerging AI Products

Manager, Risk & Controls (12 FTC)

ICT Package Manager

Downstream Shift Manager

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