Customer Support Analyst

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: Customer Support Analyst

Location: United States; Remote, Eastern or Central time zone 

Experience: Associate 

Job Function: Support 

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

The Support Analyst builds on entry-level skills by managing service requests and low-complexity incidents to improve first contact resolution rates while ensuring high-quality case triaging and management. This person will be enrolled in an on-call rotation.

Applicants must hold US citizenship or US permanent resident status.

Job Responsibilities

Customer Assistance

• Resolves straightforward problems and service requests following predefined procedures.

• Provides prompt and courteous responses to enhance customer experience.

• Achieves target SLOs for average case age and handling times.

Case Management

• Owns resolution plan and manages customer experience for assigned cases.

• Monitors tier queue and manages case assignments, ensuring adherence to SLA and SLO.

• Assists in maintaining case management practices and procedures.

Problem Management

• Identifies and documents software or hardware bugs, collaborating with engineering teams.

 • Assesses risks associated with technical issues and escalations.

• Analyzes problem patterns to recommend preventative measures.

Core Product Knowledge

• Demonstrates familiarity with all Keyfactor product suites.

• Specializes in a subset of Keyfactor products for focused support.

• Applies product knowledge to enhance support capabilities.

Domain Knowledge

• Exhibits strong troubleshooting skills and proficiency in case management tools.

• Knowledge of Python and Bash scripting is beneficial.

• Applies domain knowledge to effectively resolve customer issues.

 Documentation and Knowledge Sharing

• Contributes to the internal knowledge base with solutions and workarounds.

• Creates and maintains technical documentation for customer and internal use.

• Collaborates in building and updating SOPs or knowledge articles for Tier 1 support.

Escalation & Major Incident Management

• Functionally escalates complex problems to higher support tiers.

• Replicates customer incidents in labs and researches knowledge articles for case escalation.

• Coordinates with Tier 2 teams for effective escalation handling.

Internal Collaborations

• Provides feedback to Tier 1 team to enhance triaging and escalation processes.

 • Suggests improvements for support processes and tools.

• Collaborates with internal teams to resolve cross-functional issues

Minimum Qualifications, Education, and Skills

• Associate's degree or equivalent experience

• Good knowledge of IT products/services delivery, with hands-on experience supporting Windows Server OS, Linux, and IIS. Capable of participating in support operational projects and initiatives, contributing to the improvement of support processes while quickly learning new tools and systems.

• Familiarity with PowerShell and Java scripting.

• Familiarity with database queries i.e. SQL

• Understanding network basics

• Experiencing in case management and reporting 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.

• Ability to mentor junior team members to meet our support targets and customer experience stand