Principal Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $125k - $145k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

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Yubico

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

🔒 Cybersecurity

🔧 Hardware

💰 $204.3M Post-IPO Equity - Yubico on 2023-10

Cybersecurity • Hardware

Yubico is a cybersecurity company that develops hardware-based authentication devices and supporting software to protect digital identities and prevent account takeovers. Its flagship YubiKey line and YubiHSM hardware provide phishing-resistant two-factor and passwordless authentication for individuals, businesses, and large enterprises, while SDKs, management tools, and cloud services enable integrations and large-scale deployments. Yubico emphasizes standards-based, easy-to-deploy solutions that reduce reliance on passwords and strengthen access security across platforms.

📋 Description

• Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. • Technical Leadership & Mentorship: Elevate the technical baseline of the entire support organization by mentoring junior and senior engineers, leading technical deep-dives, and conducting training sessions. • Bridge Support and Engineering: Work with Engineering, QA, and Product teams to identify bugs, replicate edge-case issues, and advocate for product improvements based on customer impact. • Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. • Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency.

🎯 Requirements

• Extensive Industry Experience: 10+ years of experience in technical support, engineering, or a related cybersecurity field. • Technical Mastery: Proven expertise in troubleshooting hardware and software integrations, with a deep understanding of core authentication concepts. • Leadership Track Record: Demonstrated experience in a technical leadership or mentorship role, with the ability to uplift the skills of a diverse group of support engineers. • Communication Excellence: Exceptional ability to distill complex technical topics into clear, actionable documentation and guidance for both internal teams and external customers. • Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting is strongly preferred. • Advanced knowledge of industry standards such as FIDO2, WebAuthn, PIV, OpenPGP, OATH-TOTP and PKCS11. • Previous experience leading or coordinating support operations within the US market or other global regions. • A history of developing new troubleshooting methodologies or automated tools that significantly improved support scalability. • Relevant industry certifications (e.g., CISSP, Security+, Microsoft Identity and Access Administrator). • Scripting and automation experience (Python, PowerShell, Bash, etc.) to build support tools or automate repetitive tasks. • Previous experience working with hardware tokens or HSMs (Hardware Security Modules).

🏖️ Benefits

• Health coverage. • Retirement plan. • Wellness reimbursement. • Learning and development. • Time off. • Paid parental leave. • Commuter Benefits. • Strong mission & company values.