Customer Support Engineer

Title: Customer Support Engineer

Location: Remote, United States

Experience: IC3

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security 

Job Summary

The Support Engineer resolves technical obstacles and reported incidents, maintaining support excellence and ensuring customer operations and value realization.

The position can be undertaken remotely from USA and applicants must hold US citizen or US permanent resident status. 

Job Responsibilities

Customer Assistance

• Leads troubleshooting of medium complexity and severity incidents.
• Maintains professional communication with customers, providing clear updates.
• Provides detailed product guidance and best practices for customers.

Case Management 

• Owns resolution plans and ensures effective case handling for complex cases.
• Leads cross-functional engagement with internal teams for case resolution.
• Analyzes logs and performance metrics to optimize case handling.

Problem Management 

• Assesses and mitigates risks associated with complex issues and escalations.
• Identifies systemic issues and suggests improvements to prevent recurrence. 
• Analyzes support metrics and product trends to guide strategic improvements.

Core Product Knowledge

• Specializes in Keyfactor product lines, offering deeper expertise.
• Maintains comprehensive knowledge of specific Keyfactor products.
• Provides advanced technical support and guidance on product configurations.

Domain Knowledge

• Possesses strong technical knowledge of supporting technologies and platforms.
• Demonstrates proficiency in Python and Bash scripting.
• Applies domain knowledge to solve complex technical issues.

Documentation and Knowledge Sharing

• Documents solutions and workarounds for common issues.
• Creates and maintains detailed technical documentation.
• Develops and delivers advanced training programs for support teams.

Escalation & Major Incident Management

• Handles complex issues beyond Tier 2 resolution with in-depth analysis.
• Builds labs for incident replication and ensures accurate case escalation.
• Leads major incident response and coordinates with internal teams for resolution.

Internal Collaborations

• Suggests and implements process improvements for support efficiency.
• Collaborates with product development teams to address recurring issues.
• Works with cross-functional teams to refine support processes and tools

Minimum Qualifications, Education and Skills

• Bachelor’s degree or equivalent experience
• Solid experience in delivering cloud-based products/services, with the ability to manage support for systems such as Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Experienced in handling moderately complex tasks and contributing to the overall efficiency of technical support operations.
• Microsoft Windows and Office proficient
• Strong 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.
• Understanding of network topologies and firewalls troubleshooting.
• Experiencing in case management using Zendesk
• 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.
• ITIL, cloud or security certification is a plus, but not essential.
• Solid experience in customer technical support operations and support processes.
• Deep knowledge of product architecture, customer communication best practices, and job-specific methodologies.