Technical Support Engineer

Keyfactor is a leader in trust infrastructure for AI and machines, assisting major enterprises and government agencies in managing cryptographic identities. The Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring customer operations run smoothly and delivering value.

Responsibilities:

• 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
• Analyzes logs, system behavior, and configurations to identify root causes and drive resolution
• 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