Principal Customer Support Engineer

About Keyfactor 

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

Title: Principal Customer Support Engineer

Location: Remote, UK

Experience: IC5 - Specialized 

Job Function: Support

Employment Type: Permanent, Full Time

Industry: Computer & Network Security 

About the position

The Principal Support Engineer tackles critical, complex incidents, collaborates with product and development teams to address technical blockers, and provides insights to enhance product capabilities.

Applicants must be living in the UK and should hold a valid Right to Work in the UK. 

Responsibilities

• 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.

Skills and Qualifications

• Exceptional expertise in delivering cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Demonstrates leadership in managing high-impact technical support projects, driving innovation in support processes, and providing strategic technical guidance to the team.
• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong troubleshooting and supporting skills using SQL Database.
• Strong knowledge of network infrastructure and firewalls troubleshooting mainly for AWS and Azure.
• Experience in case management using Zendesk
• Ability to mentor jonior team members to meet our support targets and customer experience standards.
• Experience with containers and containerisation technologies i.e. Docker
• Self-motivated with the ability to manage customers cases and high profiles escalation and outages adequately and professionally working crossfunucti