Support Engineer, Tier 3

Role Overview

• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact.
• Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains.
• Proactively identifies and addresses issues prior to customer or executive escalation.
• Reproduces customer issues in lab or test environments to validate root cause and confirm resolution.
• Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement.
• Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA.
• Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices.
• Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers.
• Contributes technical insight related to emerging risks, architectural considerations, and support readiness.
• Mentors and provides technical guidance to support engineers across all tiers.
• Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation.
• Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices.
• Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues.
• Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions.
• Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes.
• Provides technical input that informs product quality, platform stability, and support scalability.
• Represents customer impact and operational risk during cross-functional discussions and incident reviews.
• Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication.
• Communicates complex technical findings and recommendations to both technical and non-technical stakeholders.
• Maintains accountability for case progression, resolution quality, and documentation accuracy.

Requirements

• 3+ or more years of advanced technical support experience or demonstrated equivalent expertise in PKI or related security technologies.
• Demonstrated depth of expertise in one or more technical domains required to support Keyfactor products.
• Advanced knowledge of Windows Server and/or Linux, including IIS, ADFS, WAP, and Active Directory.
• Strong expertise in PKI, ADCS, certificate lifecycle management, and cryptographic principles.
• Proficient in SQL database analysis, including complex queries and table structure evaluation.
• Strong understanding of networking concepts, including firewalls, load balancers, and proxy configurations.
• Experience with cloud platforms such as AWS and/or Azure.
• Expertise in containerization and orchestration technologies (Docker, Kubernetes).
• Demonstrates strong verbal and written communication skills with the ability to convey complex technical information clearly and professionally.
• Maintains a high standard of customer focus and operational accountability.
• Capable of identifying root causes of complex issues and articulating clear, actionable resolutions.

Tech Stack

• AWS
• Azure
• Cloud
• Docker
• Firewalls
• Kubernetes
• Linux
• SQL

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.