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: Senior Support Engineer
Location: United States; Remote, EST or CST
Experience: Mid-Senior Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
The Senior Support Engineer addresses complex incidents critical to customer operations, enhances customer knowledge, and contributes to the knowledge base through rigorous testing.
Applicants must hold US citizenship or US permanent resident status.
Job Responsibilities
Customer Assistance
• 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.
Case Management
• 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.
Problem Management
• 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
Core Product Knowledge
• Develops deep expertise in specific Keyfactor product lines.
• Maintains knowledge of compliance standards and cryptographic algorithms.
• Provides expert guidance on complex product configurations
Domain Knowledge
• 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.
Documentation and Knowledge Sharing
• 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
Escalation & Major Incident Management
• 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.
Internal Collaborations
• 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.
Minimum Qualifications, Education, and Skills
• 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.
• 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
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.
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