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: Level 3 Support Engineer
Location: Barcelona, Spain
Experience: Mid Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
The Support Engineer position is a key position in maintaining optimal customer satisfaction. It is necessary to combine strong technical skills with the ability to deal with complex and demanding customer scenarios. The goals of this role include:
- Proficiency with the architecture of Keyfactor products
- Knowledge growth of Public Key Infrastructure and certificate management as it relates to Keyfactor products
- Foster collaboration within the software development and support group
The position is based in Barcelona office, we have a hybrid work pattern and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position.
RESPONSIBILITIES
- Work with the support and engineering teams to troubleshoot and resolve complex software issues.
- Manage and prioritize L3 support queue.
- Participate in meetings with customers to check and fix software issues.
- Reproduce issues by replicating complex customer environments as needed. In-depth knowledge of Windows and Linux operating systems is required, as well as being able to understand and extract information from them.
- Analyze source code, internal architecture, and customer scenarios to identify root causes and assist engineering team in resolving issues. Understand and be able to debug and code .NET languages.
- Document issues and contribute to our internal team documentation.
- Analyze performance issues that may arise along the data path in different environments.
- Provide technical expertise in testing, deploying, and upgrading Redtrust software.
- Participate in new product development, customer training, and other support related activities.
- Be part of the 24/7 support service pool.
SKILLS AND QUALIFICATIONS
- Demonstrable relevant experience in the enterprise software industry.
- Strong background in .net programming environments.
- Working knowledge of Cloud-based and On-premises environments.
- Expert working knowledge in Windows and networking (TCP/IP).
- Advanced analytical and problem-solving skills.
- Strong technical background with excellent problem-solving and multi-tasking skills.
- High availability and commitment to customers.
Preferred
- Familiarity with Linux and Mac based environments.
- PKI Knowledge: Strong understanding of Public Key Infrastructure (PKI) is highly valued.
- Educational Background: University Engineering Degree in IT / SW Engineering / Computer Science / or other relevant is a plus
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).
- Comprehensive benefit coverage, paid for by the company for you and your dependents (US).
- Generous paid parental leave (US).
- 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.
- 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.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
