Director of Product Support

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
  
  

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.