Principal Customer Support Engineer

Description:

Keyfactor is seeking a Principal Customer Support Engineer to lead high-impact technical support initiatives, manage escalations, and deliver advanced technical solutions. The role involves addressing the most complex incidents, conducting root cause analysis, mentoring junior team members, and collaborating with cross-functional teams to enhance product and support strategies.

You will resolve critical Tier 2 escalations, oversee complex case resolutions, lead major incident management, optimize support processes based on performance metrics, and ensure documentation aligns with industry best practices. This position also requires driving systemic improvements, enhancing product knowledge across teams, and managing customer satisfaction at the highest level.

The ideal candidate will possess exceptional expertise in cloud-based services, PKI, ADCS, network infrastructure, and cryptographic practices. Strong communication skills, leadership in technical support projects, mentoring ability, and experience in tools such as Zendesk are essential. Certifications in ITIL, AWS, Azure, Network+, Security+ or CISSP are preferred. Applicants must be based in the UK and hold a valid Right to Work.

Keyfactor values innovation, trust, respect, agility, and teamwork, offering a culture of continuous learning, generous leave policies, wellness initiatives, DEIB programs, and opportunities for global collaboration and growth.