Technical Support Engineer

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!

Job Title: Technical Support Engineer

Location: United States; Remote, MST or PST

Experience: Mid Level

Job Function

Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary

The Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring continuity of customer operations and successful value realization. This role demonstrates strong technical judgment, effective customer communication, and consistent ownership of cases through resolution while contributing to team knowledge and continuous improvement.

Job Responsibilities

Customer Engagement & Support Excellence

• 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.

Case Ownership & Management

• 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.

Technical Problem Solving & Analysis

• 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.

Product & Domain 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.

Escalation & Incident Management

• 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.

Cross-Functional Collaboration & Continuous Improvement

• 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.

Minimum Qualifications, Education, and Skills

• 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. #LI-NA1

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 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.

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 including but not limited to veterans and individuals with disabilities.

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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Skills

Analysis Skills, Best Practices, Business Continuity Planning (BCP), Business Operations, Case Management, Communication Skills, Computer Networks, Computer Security, Continuous Improvement, Cross-Functional, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Documentation, Engineering, Entrepreneurship, Establish Priorities, Identify Issues, Incident Management, Internet Security, Knowledge Base, Leadership, Linux Operating System, Machine Tool, Mentoring, Microsoft Windows Server, Network Security, Nonprofit, Operational Improvement, Operational Strategy, Problem Solving Skills, Procedure Implementation, Process Improvement, Product Support, Quality Management, Query Analysis, Root Cause Analysis, SQL (Structured Query Language), Security Software, Service Level Agreement (SLA), Support Documentation, Systems Administration/Management, Systems Analysis, Talent Management, Team Player, Technical Support, Technical Writing, Time Management

About the Company

Keyfactor Inc