Keyfactorinc
Technical Support Engineer
United States; Remote, MST or PST · Full-time
Sponsorship not specifiedDetected 30 days ago
SQLLinuxCybersecurityNetwork SecurityCRMProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationProblem Solving
About the role
- This role demonstrates strong technical judgment, effective customer communication, and consistent ownership of cases through resolution while contributing to team knowledge and continuous improvement.
- Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity.
- Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines.
Responsibilities
- Technical Support Engineer
- The Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring continuity of customer operations and successful value realization.
- Customer Engagement & Support Excellence
- 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.
- Analyzes logs, system behavior, and configurations to identify root causes and drive resolution.
- Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability.
- Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents.
Requirements
- Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency.
- Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise.
Skills
- Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research.
Compensation
- Salary will be commensurate with experience.
- 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.
Benefits
- Culture, Career Opportunities and Benefits
Company info
- humans, machines, and AI.
- Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction.
- Behind the platform is a global team of people who care deeply about the work and each other.
- We move fast, think big, and show up for one another every day.
- If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December 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.
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This listing is sourced directly from Keyfactorinc's careers page and normalized into a canonical job model.