Senior Support Engineer

Title: Senior Support Engineer

Location: United States; Remote, EST or CST

Experience: Mid-Senior Level

Job Function: Support 

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

The Senior Support Engineer addresses complex incidents critical to customer operations, enhances customer knowledge, and contributes to the knowledge base through rigorous testing. 

Applicants must hold US citizenship or US permanent resident status.

Job Responsibilities

Customer Assistance

• Leads troubleshooting of medium complexity and severity incidents.

• Works to regain customer satisfaction during escalations.

• Conducts thorough root cause analysis and implements long-term solutions.

Case Management

• Oversees resolution plans and ensures timely case handling.

• Leads cross-functional engagement with internal teams to expedite resolution.

 • Monitors case progression and ensures adherence to SLOs and SLAs.

Problem Management

• Analyzes and mitigates risks related to critical technical issues and escalations.

• Provides detailed reports on support metrics and product trends.

• Identifies and resolves systemic problems, ensuring long-term stability

Core Product Knowledge

• Develops deep expertise in specific Keyfactor product lines.

 • Maintains knowledge of compliance standards and cryptographic algorithms.

• Provides expert guidance on complex product configurations

Domain Knowledge

• Possesses advanced troubleshooting skills for complex platforms and interactions.

• Demonstrates expertise in diagnosing and resolving issues across multiple domains.

• Applies deep domain knowledge to enhance support effectiveness.

Documentation and Knowledge Sharing

• Provides technical leadership and mentorship to support engineers.

• Creates and maintains advanced technical documentation and knowledge bases.

• Oversees documentation of new resolutions and ensures accuracy

Escalation & Major Incident Management

• Leads response to major incidents and crises, ensuring minimal customer impact.

• Handles critical escalations from key customers and manages high-stakes issues. 

• Oversees setup and maintenance of support research labs for incident replication.

Internal Collaborations

• Works with internal teams to refine support processes and tools.

• Leads initiatives for improving support infrastructure and tools.

• Participates in strategic planning for support enhancements and product improvements. 

Minimum Qualifications, Education, and Skills

• Bachelor's degree or equivalent experience

• Advanced experience in delivering cloud-based products/services, with excellent knowledge of Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Able to lead support projects, mentor junior team members, and ensure that critical systems are maintained and optimized for smooth operations.

• Microsoft Windows and Office proficient

• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

• Experience working with SQL Database.

• Knowledge of network topologies and firewalls troubleshooting.

 • Experiencing in case management using Zendesk

• Ability to mentor junior team members to meet our support targets and customer experience standards.

• Self-motivated with the ability to manage customers cases in a timely manner

• Strong commitment to providing exceptional customer service and ensuring customer satisfaction.

• Capable of identifying root causes of common customer problems and offering clear, concise resolutions.

• Ability to communicate clearly and professionally with customers, both verbally and in writing.

• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus.

• Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies.

• Certification is one or more of the industry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or Security Certs i.e. Security+ and CISSP

• Extensive experience in customer technical support operations, demonstrating comprehensive knowledge of industry standards and company operations.

• In-depth understanding of the industry trends, support methodologies, and customer service strategies