Technical Support Engineer

🕒 May 1

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Keyfactor

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🔐 Security

📡 Telecommunications

🏢 Enterprise

Security • Telecommunications • Enterprise

Keyfactor is a leader in providing Public Key Infrastructure (PKI) and cryptographic services, with a strong focus on identity-first security. The company offers a range of products and services designed to manage digital certificates and cryptographic keys for enterprises and IoT devices, enhancing security and trust in an increasingly connected world. Their offerings include PKI as a service, certificate lifecycle automation, fast and secure code signing, and IoT identity management. Keyfactor's solutions also address industry-specific challenges in automotive, medical, telecom, and industrial IoT sectors. Emphasizing modern PKI practices, Keyfactor helps organizations automate and scale their security infrastructure while preparing for emerging threats, including post-quantum cryptography.

📋 Description

• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships. • Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity. • Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency. • Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines. • Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues. • Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system. • Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse. • Collaborates effectively within SWARM models to resolve complex issues within SLA expectations. • Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions. • Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research. • Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements. • Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability. • Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise. • Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. • Resolves advanced and non-routine technical issues within assigned product areas. • Applies domain expertise to evaluate complex environments, configurations, and integrations. • Provides advanced guidance on product configurations, deployment patterns, and operational best practices. • Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges. • Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues. • Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents. • Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues. • Contributes to internal enablement through advanced training sessions and technical knowledge sharing. • Identifies opportunities for process improvement and operational efficiency within the support function. • Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes. • Supports initiatives to simplify processes and improve overall support effectiveness.

🎯 Requirements

• Bachelor’s degree or equivalent practical experience. • 3+ years of hands-on technical support or engineering experience in a customer-facing environment. • Proven ability to manage multiple customer cases with minimal oversight while maintaining high service quality. • Strong customer communication skills, including the ability to confidently engage customers via phone and written channels. • Demonstrated commitment to customer satisfaction and operational excellence. • Log analysis and troubleshooting. • Database fundamentals including SQL queries and table analysis. • Linux operating systems. • Windows Server environments.

🏖️ Benefits

• 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.