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Keyfactor is the leader in trust infrastructure for AI and machines, helping enterprises and government agencies manage cryptographic identities that safeguard digital interactions. The Support Engineer (Tier II) role is a mid-level technical support position responsible for diagnosing, troubleshooting, and resolving complex customer issues that impact product performance and business operations.
You will serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate customer value realization. This role emphasizes proactive problem management, continuous improvement, and clear customer communication. You will collaborate with Tier III, Team Leads, and Tier IV engineers while maintaining focus on technical excellence and customer advocacy.
Key responsibilities include:
- Provide clear, structured communication to customers throughout the resolution process
- Independently troubleshoot and resolve complex technical issues, offering guidance and best practices
- Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction
- Conduct root cause analysis and implement sustainable solutions
- Identify recurring trends and contribute to process and product improvements
- Develop and maintain knowledge base content and best practices
- Share expertise with team members to strengthen overall capability
- Manage escalations effectively and contribute to major incident resolution
- Collaborate cross-functionally with Engineering, Product, and other teams
- Recommend improvements to tools, workflows, and support processes
The company emphasizes a culture of continuous improvement, autonomy balanced with structure, and entrepreneurial thinking. Benefits include Second Fridays (monthly company-wide day off), comprehensive global benefits, paid parental leave, competitive time off, wellness resources, volunteer opportunities, and professional development initiatives.
REQUIREMENTS:
- Bachelor's degree or equivalent experience
- 2 to 4 years of related work experience and general knowledge within their functional area
- Experience handling complex technical issues in a SaaS or software environment
- Participation in support initiatives and process improvement efforts
- Strong troubleshooting and analytical skills across systems (Windows, Linux, networking, databases)
- Proficiency in case management tools and structured problem-solving
- Ability to clearly explain technical concepts to customers
- Proven ability to manage complex cases independently through resolution
- Experience performing root cause analysis and implementing long-term fixes
- Strong prioritization skills and ability to manage multiple issues simultaneously
- Solid understanding of support processes and troubleshooting methodologies
- Familiarity with cloud environments and enterprise system configurations
