Senior Support Engineer

Summary

Join Keyfactor as a Senior Support Engineer and lead the resolution of complex customer incidents, enhancing customer knowledge, and contributing to the knowledge base. You will oversee resolution plans, conduct root cause analysis, and implement long-term solutions. This role requires advanced troubleshooting skills across multiple domains and platforms, including expertise in Keyfactor product lines, compliance standards, and cryptographic algorithms. You will mentor junior team members, create technical documentation, and lead responses to major incidents. The position demands strong communication, problem-solving, and customer service skills, along with experience in cloud-based products and relevant technologies.

Requirements

• Bachelor's degree or equivalent experience
• Advanced experience in delivering cloud-based products/services, with excellent knowledge of Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Able to lead support projects, mentor junior team members, and ensure that critical systems are maintained and optimized for smooth operations
• Microsoft Windows and Office proficient
• Excellent 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
• Knowledge of network topologies and firewalls troubleshooting
• Experiencing in case management using Zendesk
• Ability to mentor junior team members to meet our support targets and customer experience standards
• 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

Responsibilities

• Leads troubleshooting of medium complexity and severity incidents
• Works to regain customer satisfaction during escalations
• Conducts thorough root cause analysis and implements long-term solutions
• Oversees resolution plans and ensures timely case handling
• Leads cross-functional engagement with internal teams to expedite resolution
• Monitors case progression and ensures adherence to SLOs and SLAs
• Analyzes and mitigates risks related to critical technical issues and escalations
• Provides detailed reports on support metrics and product trends
• Identifies and resolves systemic problems, ensuring long-term stability
• Develops deep expertise in specific Keyfactor product lines
• Maintains knowledge of compliance standards and cryptographic algorithms
• Provides expert guidance on complex product configurations
• Possesses advanced troubleshooting skills for complex platforms and interactions
• Demonstrates expertise in diagnosing and resolving issues across multiple domains
• Applies deep domain knowledge to enhance support effectiveness
• Provides technical leadership and mentorship to support engineers
• Creates and maintains advanced technical documentation and knowledge bases
• Oversees documentation of new resolutions and ensures accuracy
• Leads response to major incidents and crises, ensuring minimal customer impact
• Handles critical escalations from key customers and manages high-stakes issues
• Oversees setup and maintenance of support research labs for incident replication
• Works with internal teams to refine support processes and tools
• Leads initiatives for improving support infrastructure and tools
• Participates in strategic planning for support enhancements and product improvements

Preferred Qualifications

• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus
• Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies
• Certification is one or more of the industry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or Security Certs i.e. Security+ and CISSP
• Extensive experience in customer technical support operations, demonstrating comprehensive knowledge of industry standards and company operations
• In-depth understanding of the industry trends, support methodologies, and customer service strategies

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). Please note that this benefit is subject to change
• 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