Director of Product Support
Semperis
Product, Customer Service
Portugal
Posted on Feb 20, 2025
Semperis focuses on creating an employee experience that is aligned with our vision—being a Force for Good— starting with being a good workplace. Semperis is recognized as one of America’s Fastest-Growing Cybersecurity Companies on the Inc. 5000 List, a DUNS 100 top Start Up to work for and Inc. Best Workplace for multiple years. With teams around the world, you’ll be working alongside top global talent in Cybersecurity and Identity Access Management.
If you are a purpose-driven person who always sees the glass as half full, seizes opportunities, and has an urge to learn and develop your skills—we’d love to meet you.
What we are looking for:
We are looking for a Director of Product Support to join our team.
What you will be doing:
You will lead a technical support organization across multiple locations (Israel, EMEA, APAC) This role requires a high level of collaboration with different units and leaders in the organization.
Responsibilities
Lead the post-sale technical delivery to our customers base as part of our customer success organization.
Build and directly manage support and measure the required delivery KPIs.
Ensure customer facing support SLA’s are met or exceeded
Lead escalations and drive efforts promoting customer satisfaction
Assist in the planning and scale of the support organization
Manage multiple interfaces, including Sales, customer success, Product groups, and R&D aiming together to grow business and revenue and create long term customer satisfaction.
Make sure we have the people, tools, methodologies, and abilities to meet our objectives and exceed expectations.
Role requirements:
At least 10 years of experience in various professional Services, project management, and support roles
At least 5 years of experience building and leading support / professional services teams at a cybersecurity company.Working knowledge of Active Directory — you have administered, architected, or managed Active Directory environments
Awareness of the identity and access management and infosec product landscapes, and technical features of competing products within the ecosystem
Knowledge of Azure AD and Office 365 is a bonus, especially from the perspective of installation, architecture, or administration
Knowledge of Linux, Kubernetes, MongoDB, Elastic search is a bonus
Ability to communicate with our customers' business and technical contacts
A self-motivated, hard-working, innovative person with analytical, problem solving, and top interpersonal and leadership skills
A great leader of teams, direct and matrix
Ability to design and build delivery processes and methodologies from the ground up.
Bachelor’s Degree in a related field. CS, Economics, or Engineering is a plus, or other relevant technical degree or equivalent experience
Passion for services and helping customers
Excellent oral, presentation, written communication, and organizational skills
English fluency - A MUST
Willingness and ability to travel abroad
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