Principal Customer Support Engineer

Summary

Join Keyfactor as a Principal Customer Support Engineer and tackle critical, complex incidents, collaborate with product and development teams, and provide insights to enhance product capabilities. This remote UK-based role requires exceptional expertise in cloud-based products/services and strong troubleshooting skills. You will manage high-profile customer escalations, lead strategic efforts to improve support processes, and mentor support staff. The position demands mastery of industry trends and a commitment to continuous learning. Keyfactor offers a competitive salary, comprehensive benefits, generous paid parental leave, and a supportive culture focused on professional development.

Requirements

• Exceptional expertise in delivering cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory
• Demonstrates leadership in managing high-impact technical support projects, driving innovation in support processes, and providing strategic technical guidance to the team
• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Strong troubleshooting and supporting skills using SQL Database
• Strong knowledge of network infrastructure and firewalls troubleshooting mainly for AWS and Azure
• Experience in case management using Zendesk
• Ability to mentor jonior team members to meet our support targets and customer experience standards
• Experience with containers and containerisation technologies i.e. Docker
• Self-motivated with the ability to manage customers cases and high profiles escalation and outages adequately and professionally working crossfunuctionally to voice the customer impact
• 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
• Extensive knowledge of PKI fundamentals, ADCS is essential
• Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies
• Certification is one or more of the insdustry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or Security Certs i.e. Security+ and CISSP
• Significant experience in leading customer technical support operations and escalations within a SaaS or software provider
• Mastery of industry trends, company strategy, and future direction, along with extensive knowledge of cross-functional processes

Responsibilities

• Resolves the most complex and critical issues that Tier 2 cannot address
• Conducts comprehensive root cause analysis and implements long-term solutions
• Manages high-profile customer escalations and ensures resolution satisfaction
• Oversees resolution plans for the most challenging cases and ensures effective handling
• Analyzes and optimizes case management strategies based on performance data
• Provides guidance and support for complex case resolutions and escalations
• Leads strategic efforts to address systemic issues and improve support processes
• Implements long-term fixes for recurring problems and enhances system stability
• Analyzes complex support metrics to guide strategic improvements
• Serves as a subject matter expert in Keyfactor’s most advanced product lines
• Provides expert-level guidance on compliance and cryptographic practices
• Drives product knowledge initiatives and shares expertise within and outside the team
• Demonstrates unparalleled expertise in diagnosing complex issues across multiple technical domains
• Applies advanced domain knowledge to improve support strategies and customer solutions
• Provides leadership and insights into emerging technical challenges and solutions
• Oversees the creation and maintenance of comprehensive technical documentation
• Provides mentorship and technical guidance to all levels of support staff
• Ensures documentation and knowledge sharing align with industry best practices
• Leads major incident management efforts, ensuring rapid and effective resolution
• Handles high-stakes customer escalations, maintaining a focus on resolution and customer satisfaction
• Manages and improves the support research labs for incident replication and analysis
• Partners with key departments to drive improvements in support infrastructure and processes
• Leads cross-functional projects to enhance support tools and technologies
• Represents support leadership in strategic planning and product development initiatives

Preferred Qualifications

Knowledge of PKIaaS product such as EJBCA and Signum is a plus

Benefits

• Salary will be commensurate with experience
• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule)
• Comprehensive benefit coverage globally
• Generous paid parental leave globally
• Competitive time off globally
• 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
• Monthly Talent development and Cross Functional meetings to support professional development
• Regular All Hands meetings – followed by group gatherings