Job description
About Keyfactor
Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!
Title: Principal Customer Support Engineer
Location: Remote, UK
Experience: IC5 - Specialized
Job Function: Support
Employment Type: Permanent, Full Time
Industry: Computer & Network Security
About the position
The Principal Support Engineer tackles critical, complex incidents, collaborates with product and development teams to address technical blockers, and provides insights to enhance product capabilities.
Applicants must be living in the UK and should hold a valid Right to Work in the UK.
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.
Skills and Qualifications
- 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.#LI-NA1
- Extensive knowledge of PKI fundamentals, ADCS is essential. Knowledge of PKIaaS product such as EJBCA and Signum 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 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
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- 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.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility .
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect .
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Keyfactor Privacy Notice
