Full-Time
Principal Customer Support Engineer
Posted on 8/9/2025
Keyfactor
501-1,000 employees
Automates PKI and machine-identity lifecycle management.
No salary listed
Remote in UK
Remote
 Customer Experience & Support (1) |
|---|
- Excellent expertise in delivering cloud-based products/services, with mastery in supporting Windows Server Operating System, Linux, Internet Information Services, Active Directory, Active Directory Federation Services, Web Application Proxy, and related technologies.
- Extensive knowledge of Public Key Infrastructure fundamentals; Active Directory Certificate Services is essential.
- Knowledge of Public Key Infrastructure as a Service products such as EJBCA and Signum is a plus.
- Significant experience in leading customer technical support operations and escalations within a Software as a Service or software provider.
- Experience in case management using Zendesk.
- Experience with containers and containerization technologies such as Docker.
- Strong troubleshooting and supporting skills using SQL Database.
- Strong knowledge of network infrastructure and firewalls troubleshooting mainly for Amazon Web Services and Microsoft Azure.
- Experience in leading certifications and/or having industry standard certifications such as ITIL, Cloud Certifications (Amazon Web Services, Microsoft Azure), Network+, or Security Certifications (Security+ and CISSP) as a requirement.
- Ability to mentor junior team members to meet support targets and customer experience standards.
- Self-motivated with the ability to manage customer cases and high-profile escalations and outages across functions to communicate customer impact.
- Capability to identify root causes of common customer problems and offer clear, concise resolutions.
- Excellent written and verbal communication skills; professional demeanor; ability to interact with stakeholders with discretion and tact.
- Mastery of technologies and processes to deliver cloud-based customer support at scale; significant experience in leading customer technical support operations and escalations within a SaaS or software provider.
- Resolves the most complex and critical issues that Tier 2 cannot address.
- Conducts comprehensive root cause analysis and implements long-term solutions.
- Manages high-profile customer escalations and ensures resolution satisfaction.
- Oversees resolution plans for the most challenging cases and ensures effective handling.
- Analyzes and optimizes case management strategies based on performance data.
- Provides guidance and support for complex case resolutions and escalations.
- Leads strategic efforts to address systemic issues and improve support processes.
- Implements long-term fixes for recurring problems and enhances system stability.
- Analyzes complex support metrics to guide strategic improvements.
- Serves as a subject matter expert in Keyfactor’s most advanced product lines.
- Provides expert-level guidance on compliance and cryptographic practices.
- Drives product knowledge initiatives and shares expertise within and outside the team.
- Demonstrates unparalleled expertise in diagnosing complex issues across multiple technical domains.
- Applies advanced domain knowledge to improve support strategies and customer solutions.
- Provides leadership and insights into emerging technical challenges and solutions.
- Oversees the creation and maintenance of comprehensive technical documentation.
- Provides mentorship and technical guidance to all levels of support staff.
- Ensures documentation and knowledge sharing align with industry best practices.
- Leads major incident management efforts, ensuring rapid and effective resolution.
- Handles high-stakes customer escalations, maintaining a focus on resolution and customer satisfaction.
- Manages and improves the support research labs for incident replication and analysis.
- Partners with key departments to drive improvements in support infrastructure and processes.
- Leads cross-functional projects to enhance support tools and technologies.
- Represents support leadership in strategic planning and product development initiatives.
- Knowledge of Public Key Infrastructure as a Service products such as EJBCA and Signum.
- Experience with containerization technologies such as Docker.
- Knowledge of cloud security best practices and secure software development lifecycles.
- Security certifications such as CISSP or equivalent are desirable but not strictly required.
- Experience with PKI deployments in enterprise environments is desirable.
- Experience with automation and scripting to improve support workflows (e.g., Python, PowerShell) is desirable.
Keyfactor provides cybersecurity solutions focused on Public Key Infrastructure (PKI) and machine identity management. Its platform automates the entire certificate lifecycle—from issuance and deployment to monitoring and renewal—for servers, cloud instances, and IoT devices. The company differentiates itself with full lifecycle automation and visibility of cryptographic assets, expanded by acquisitions InfoSec Global and CipherInsights to improve crypto‑agility and asset discovery across environments. Its goal is to reduce security risks, prevent outages caused by expired or mismanaged certificates, and simplify compliance by maintaining trusted digital identities across machines and communications.
Company Size
501-1,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$211.9M
Headquarters
Independence, Ohio
Founded
2001
Simplify's Take
What believers are saying
- TLS certificate lifespans shrinking to 90 days drives urgent automation adoption demand.
- NIST quantum-resistant algorithms finalized, enterprises transitioning from planning to implementation phases.
- SaaS delivery model expansion lowers deployment barriers for mid-market organizations.
What critics are saying
- Venafi dominates PKI market with 40% more Fortune 500 clients than Keyfactor.
- Open-source alternatives like cert-manager displace SaaS in cloud-native environments at scale.
- InfoSec Global merger integration failures risk 20% customer churn within six months.
What makes Keyfactor unique
- Hybrid cryptographic models enable quantum-safe transitions without disrupting existing systems.
- AgileSec discovery platform provides comprehensive cryptographic visibility across fragmented environments.
- IBM Consulting partnership accelerates enterprise adoption through Fortune 500 customer access.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Parental Leave
Wellness Program
Professional Development Budget
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↓ -1%2 year growth
↑ 0%Keyfactor, a digital trust solutions provider, has announced new capabilities to help organisations prepare for post-quantum cryptography and manage shrinking TLS certificate lifespans. The updates focus on automation, cryptographic visibility and crypto-agility across its public key infrastructure and certificate lifecycle management platforms. The company is expanding support for hybrid cryptographic models that combine classical and quantum-safe algorithms, allowing organisations to transition without disrupting existing systems. Enhanced automation features streamline certificate validation and CA migrations as TLS certificate validity periods contract. Keyfactor is also expanding its SaaS delivery options, including for its AgileSec discovery platform, to reduce infrastructure complexity. The enhancements aim to help organisations manage mounting regulatory pressures whilst preparing for quantum computing threats.
Keyfactor and IBM Consulting have launched a joint solution to help enterprises prepare for post-quantum cryptography threats. The offering combines Keyfactor's cryptographic discovery and certificate lifecycle automation with IBM Consulting's cybersecurity expertise and quantum-safe delivery methods. The solution provides end-to-end cryptographic discovery across on-premises, cloud and hybrid environments, enabling organisations to build comprehensive cryptographic inventories. It includes risk scoring, automated certificate lifecycle management, and governance frameworks aligned with NIST and EU guidance. The partnership addresses growing vulnerabilities as quantum computing timelines accelerate. Cryptographic assets span infrastructure, networks and applications, often with fragmented ownership, leaving organisations exposed to outages and compliance risks. The solution aims to transition enterprises from reactive cryptography management to automated, quantum-safe readiness.
InfoSec Global has merged with Keyfactor, enhancing their capabilities in cryptographic posture management and PKI automation. This strategic move aims to equip businesses with the tools needed to manage cryptographic risks and prepare for the quantum era. The integration combines expertise in cryptographic discovery, automated certificate lifecycle management, and quantum-secure PKI solutions, creating a comprehensive platform for digital trust and quantum readiness.
Keyfactor has secured $125 million to enhance digital trust in a hyper-connected world. The company is likely focusing on solutions such as certificate management, PKI services, IoT device security, cryptographic APIs, and decentralized identity solutions.
Keyfactor has secured $77 million to enhance digital trust in a hyper-connected world. The company may focus on solutions such as cryptographic solutions, certificate lifecycle management, IoT device management, security software, and compliance solutions.