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: Customer Support Engineer

Location: Remote, United States

Experience: IC3

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security 

 

Job Summary

The Support Engineer resolves technical obstacles and reported incidents, maintaining support excellence and ensuring customer operations and value realization.

The position can be undertaken remotely from USA and applicants must hold US citizen or US permanent resident status. 

Job Responsibilities

Customer Assistance

  • Leads troubleshooting of medium complexity and severity incidents.
  • Maintains professional communication with customers, providing clear updates.
  • Provides detailed product guidance and best practices for customers.

Case Management 

  • Owns resolution plans and ensures effective case handling for complex cases.
  • Leads cross-functional engagement with internal teams for case resolution.
  • Analyzes logs and performance metrics to optimize case handling.

Problem Management 

  • Assesses and mitigates risks associated with complex issues and escalations.
  • Identifies systemic issues and suggests improvements to prevent recurrence. 
  • Analyzes support metrics and product trends to guide strategic improvements.

Core Product Knowledge

  • Specializes in Keyfactor product lines, offering deeper expertise.
  • Maintains comprehensive knowledge of specific Keyfactor products.
  • Provides advanced technical support and guidance on product configurations.

Domain Knowledge

  • Possesses strong technical knowledge of supporting technologies and platforms.
  • Demonstrates proficiency in Python and Bash scripting.
  • Applies domain knowledge to solve complex technical issues.

Documentation and Knowledge Sharing

  • Documents solutions and workarounds for common issues.
  • Creates and maintains detailed technical documentation.
  • Develops and delivers advanced training programs for support teams.

Escalation & Major Incident Management

  • Handles complex issues beyond Tier 2 resolution with in-depth analysis.
  • Builds labs for incident replication and ensures accurate case escalation.
  • Leads major incident response and coordinates with internal teams for resolution.

Internal Collaborations

  • Suggests and implements process improvements for support efficiency.
  • Collaborates with product development teams to address recurring issues.
  • Works with cross-functional teams to refine support processes and tools

Minimum Qualifications, Education and Skills

  • Bachelor's degree or equivalent experience
  • Solid experience in delivering cloud-based products/services, with the ability to manage support for systems such as Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Experienced in handling moderately complex tasks and contributing to the overall efficiency of technical support operations.
  • Microsoft Windows and Office proficient
  • Strong 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.
  • Understanding of network topologies and firewalls troubleshooting.
  • Experiencing in case management using Zendesk
  • 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.
  • ITIL, cloud or security certification is a plus, but not essential.
  • Solid experience in customer technical support operations and support processes.
  • Deep knowledge of product architecture, customer communication best practices, and job-specific methodologies.

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. 

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