Keyfactor is hiring a
Tier 1 Support Team Lead

Summary

The job is for a Tier 1 EMEA Support Team Lead in the Computer & Network Security industry. The role involves leading a team, improving customer experience, collaborating with other teams, and possessing strong technical support experience and leadership skills.

Requirements

• Strong Technical Support experience interfacing with external customers
• Demonstrable experience of leading technical team
• Previous experience working in a global team with distributed workforce
• Possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions
• Experience with Windows Server OS, IIS, ADFS, WAP and Active Directory
• Strong experience using Linux OS
• Familiarity with PowerShell and Java scripting
• Familiarity with troubleshooting and supporting SQL Database
• Understanding of network topologies and firewalls troubleshooting
• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus
• Working knowledge of PKI is a plus
• Ability to communicate effectively and professionally with key stakeholders
• Ability to complete tasks within required timelines
• Possess a positive attitude
• Driven and action oriented
• Strong leadership skills
• Ability to work independently and collaboratively
• Be proactive and initiate solutions
• Fluent in English (both written and verbal)

Responsibilities

• Train, develop, lead and mentor a team of Tier 1 Support Analysts
• Be a great communicator with a customer centric focus. Identify the technical challenges our customers are facing and provide solutions both independently, and in support of your colleagues
• Collaborate with US tier 1 support team lead and tier 2 leadership to assess and strategically escalate cases in the manner that will allow them to be resolved most efficiently
• Own the daily standups and case distribution for your team removing any blockers and liaising externally with other department to ensure adequate ownership and progress of the resolution plan
• Represent support team in customer communications for service outages or major incidents working closely with Customer Marketing and Success teams
• Create, document, improve and maintain tier 1 support process and increase team awareness and adoption of such process i.e. case triaging
• Test configurations to reproduce issues and identify solutions to problems
• Develop and enhance training materials to foster the development of the Support Analysts
• Collaborate with Customer Success Managers to resolve escalations
• Conduct regular performance evaluations to ensure Support Analysts meet or exceed minimum performance requirements
• Create new and enhance existing knowledge base articles

Preferred Qualifications

• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus
• Working knowledge of PKI is a plus

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 parental leave for birthing and non-birthing parents
• 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
• Regular team building activities and opportunities for professional development