What are the responsibilities and job description for the Technical Support Engineer position at Keyfactor?
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!
Job Title: Support Engineer
Location: Cleveland, Ohio (Hybrid)
Experience: Mid Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer and Network Security
Job Summary
The Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that impact product performance and business operations. They serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. By collaborating with Tier III, Team Leads and Tier IV. The role emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the Support Engineer (Tier II) safeguards operational stability and strengthens long-term customer confidence.
Job Responsibilities
- Provide clear, structured communication to customers, building confidence throughout the resolution process
- Independently troubleshoot and resolve complex technical issues, offering guidance and best practices
- Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction
- Conduct root cause analysis and implement sustainable solutions
- Identify recurring trends and contribute to process and product improvements
- Develop and maintain knowledge base content and best practices
- Share expertise with team members to strengthen overall capability
- Manage escalations effectively and contribute to major incident resolution
- Collaborate cross-functionally with Engineering, Product, and other teams
- Recommend improvements to tools, workflows, and support processes
Minimum Qualifications, Education, and Skills
- Bachelor's degree or equivalent experience
- 2 to 4 years of related work experience and general knowledge within their functional area
- Experience handling complex technical issues in a SaaS or software environment
- Participation in support initiatives and process improvement efforts
- Strong troubleshooting and analytical skills across systems (e.g., Windows, Linux, networking, databases)
- Proficiency in case management tools and structured problem-solving
- Ability to clearly explain technical concepts to customers
- Proven ability to manage complex cases independently through resolution
- Experience performing root cause analysis and implementing long-term fixes
- Strong prioritization skills and ability to manage multiple issues simultaneously
- Solid understanding of support processes and troubleshooting methodologies
- Familiarity with cloud environments and enterprise system configurations
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Keyfactor Privacy Notice