remote
Technical Support Engineer - Keyfactor, Inc.
Software Engineer
Seeking a Technical Support Engineer to provide expert assistance to customers, troubleshoot complex issues, and ensure client satisfaction with Keyfactor's trust infrastructure solutions. Requires strong technical and communication skills.
About the role
Key Responsibilities
- Provide Tier 2/3 technical support to customers via phone, email, and ticketing system.
- Diagnose and resolve complex technical issues related to Keyfactor's platform and solutions.
- Collaborate with engineering and product teams to identify and address product bugs and enhancements.
- Document technical solutions, create knowledge base articles, and contribute to customer self-service resources.
- Manage customer escalations and ensure timely resolution of critical issues.
- Maintain high levels of customer satisfaction through effective communication and problem-solving.
Requirements
- Proven experience in a technical support or customer-facing engineering role.
- Strong troubleshooting skills with operating systems (Linux, Windows) and networking concepts.
- Familiarity with PKI, certificate management, or related security technologies is a plus.
- Excellent communication, interpersonal, and problem-solving abilities.
- Ability to work independently and manage multiple priorities in a remote environment.