Customer Support Engineer

Summary

Join Keyfactor as a Customer Support Engineer and resolve technical issues, ensuring customer satisfaction and operational excellence. This remote position, open to US citizens and permanent residents, requires expertise in troubleshooting, case management, and product knowledge. You will collaborate with internal teams, analyze support metrics, and contribute to process improvements. The role demands strong technical skills, including proficiency in Python and Bash scripting, and experience with cloud-based products and services. Keyfactor offers a comprehensive benefits package, including a competitive salary, unlimited time off, and various wellness initiatives.

Requirements

• Bachelor's degree or equivalent experience
• Solid experience in delivering cloud-based products/services, with the ability to manage support for systems such as Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Experienced in handling moderately complex tasks and contributing to the overall efficiency of technical support operations
• Microsoft Windows and Office proficient
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Experience working with SQL Database
• Understanding of network topologies and firewalls troubleshooting
• Experiencing in case management using Zendesk
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions
• Ability to communicate clearly and professionally with customers, both verbally and in writing
• Solid experience in customer technical support operations and support processes
• Deep knowledge of product architecture, customer communication best practices, and job-specific methodologies

Responsibilities

• Leads troubleshooting of medium complexity and severity incidents
• Maintains professional communication with customers, providing clear updates
• Provides detailed product guidance and best practices for customers
• Owns resolution plans and ensures effective case handling for complex cases
• Leads cross-functional engagement with internal teams for case resolution
• Analyzes logs and performance metrics to optimize case handling
• Assesses and mitigates risks associated with complex issues and escalations
• Identifies systemic issues and suggests improvements to prevent recurrence
• Analyzes support metrics and product trends to guide strategic improvements
• Specializes in Keyfactor product lines, offering deeper expertise
• Maintains comprehensive knowledge of specific Keyfactor products
• Provides advanced technical support and guidance on product configurations
• Possesses strong technical knowledge of supporting technologies and platforms
• Demonstrates proficiency in Python and Bash scripting
• Applies domain knowledge to solve complex technical issues
• Documents solutions and workarounds for common issues
• Creates and maintains detailed technical documentation
• Develops and delivers advanced training programs for support teams
• Handles complex issues beyond Tier 2 resolution with in-depth analysis
• Builds labs for incident replication and ensures accurate case escalation
• Leads major incident response and coordinates with internal teams for resolution
• Suggests and implements process improvements for support efficiency
• Collaborates with product development teams to address recurring issues
• Works with cross-functional teams to refine support processes and tools

Preferred Qualifications

• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus
• ITIL, cloud or security certification is a plus, but not essential
• Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies

Benefits

• Salary will be commensurate with experience
• Second Fridays (a company-wide day off on the second Friday of every month)
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Generous paid parental leave (US)
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology
• The Keyfactor Alliance Program to support DEIB efforts
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off
• Unlimited time off (US) and competitive time off globally
• Monthly Talent development and Cross Functional meetings to support professional development
• Regular All Hands meetings – followed by group gatherings