Principal Customer Support Engineer

Keyfactor, Inc.
Full_time

Based on the provided job data, here's the enhanced job description following the given format:

📍 Job Overview

  • Job Title: Principal Customer Support Engineer
  • Company: Keyfactor, Inc.
  • Location: Remote, United Kingdom
  • Job Type: Full-Time
  • Category: Support
  • Date Posted: 2025-08-08
  • Experience Level: 10+
  • Remote Status: Remote Only

🚀 Role Summary

  • Key Web Technology Aspects:
    • Leads critical, complex incident resolution and high-profile customer escalations
    • Collaborates with product and development teams to address technical blockers and enhance product capabilities
    • Provides strategic technical guidance to the team and drives innovation in support processes

💻 Primary Responsibilities

  • Resolves complex 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 challenging cases and ensures effective handling

  • Analyzes and optimizes case management strategies:

    • Analyzes performance data to guide strategic improvements
    • Provides guidance and support for complex case resolutions and escalations

  • Serves as a subject matter expert:

    • Provides expert-level guidance on compliance and cryptographic practices
    • Drives product knowledge initiatives and shares expertise within and outside the team

  • Leads strategic efforts to address systemic issues:

    • Implements long-term fixes for recurring problems and enhances system stability
    • Analyzes complex support metrics to guide strategic improvements

  • Manages and improves support research labs:

    • Manages and improves the support research labs for incident replication and analysis

  • Partners with key departments to drive improvements:

    • Drives 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:

    • Represents support leadership in strategic planning and product development initiatives

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience

Experience: 10+ years of experience in leading customer technical support operations and escalations within a SaaS or software provider

Required Skills:

  • Extensive experience in cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory
  • Strong oral and written communication skills with a professional demeanor
  • 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 junior team members to meet support targets and customer experience standards
  • Experience with containers and containerization technologies i.e. Docker
  • Self-motivated with the ability to manage customers cases and high profiles escalation and outages adequately and professionally working cross-functionally to voice the customer impact
  • Strong commitment to providing exceptional customer service and ensuring customer satisfaction
  • Ability to communicate clearly and professionally with customers, both verbally and in writing
  • Extensive knowledge of PKI fundamentals, ADCS is essential. Knowledge of PKIaaS product such as EJBCA and Signum is a plus
  • Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies
  • Certification is one or more of the industry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or Security Certs i.e. Security+ and CISSP

Preferred Skills:

  • Experience in leading customer technical support operations and escalations within a SaaS or software provider
  • Mastery of industry trends, company strategy, and future direction, along with extensive knowledge of cross-functional processes

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Specific web portfolio requirement 1 with responsive design and cross-browser compatibility focus
  • Specific web portfolio requirement 2 with performance optimization and accessibility standards
  • Specific web portfolio requirement 3 with user experience design and interface development
  • Specific web portfolio requirement 4 with server configuration and deployment demonstration needs

Technical Documentation:

  • Technical documentation requirement 1 - code quality, commenting, and documentation standards
  • Technical documentation requirement 2 - version control, deployment processes, and server configuration
  • Technical documentation requirement 3 - testing methodologies, performance metrics, and optimization techniques

💰 Compensation & Benefits

Salary Range: £70,000 - £90,000 GBP (based on experience level and location)

Benefits:

  • Comprehensive benefit coverage globally
  • Generous paid parental leave globally
  • Competitive time off globally
  • 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

Working Hours: Full-time, 40 hours per week

🎯 Team & Company Context

Company Culture:

  • Industry: Cybersecurity

  • Company Size: Medium (101-500 employees)

  • Founded: 2013

  • Team Structure:

    • Web technology team aspect 1 - team size and specialization areas (frontend, backend, DevOps, etc.)
    • Team structure aspect 2 - reporting structure and hierarchy
    • Team structure aspect 3 - cross-functional collaboration with design, marketing, and business teams

  • Development Methodology:

    • Development process 1 - Agile/Scrum methodologies and sprint planning for web projects
    • Development process 2 - code review, testing, and quality assurance practices
    • Development process 3 - deployment strategies, CI/CD pipelines, and server management

Company Website: www.keyfactor.com

📈 Career & Growth Analysis

Web Technology Career Level: Senior Support Engineer - Leads critical, complex incident resolution and high-profile customer escalations

Reporting Structure: Reports directly to the Director of Customer Support or similar role

Technical Impact: Leads strategic efforts to improve support processes and provides expert-level guidance on compliance and cryptographic practices

Growth Opportunities:

  • Web technology growth opportunity 1: Leads major incident management efforts, ensuring rapid and effective resolution
  • Web technology growth opportunity 2: Represents support leadership in strategic planning and product development initiatives
  • Web technology growth opportunity 3: Leads cross-functional projects to enhance support tools and technologies

🌐 Work Environment

Office Type: Remote only

Office Location(s): United Kingdom

Workspace Context:

  • Workspace aspect 1 - collaborative web development environment impact
  • Workspace aspect 2 - code review culture and peer programming practices
  • Workspace aspect 3 - knowledge sharing, technical mentoring, and continuous learning

Work Schedule: Full-time, 40 hours per week, with flexible working hours and remote work arrangements

📄 Application & Technical Interview Process

Interview Process:

  • Process step 1: Technical preparation recommendations and coding/configuration assessment focus
  • Process step 2: Web architecture expectations and system design discussion
  • Process step 3: Final evaluation criteria and technical impact discussion

Portfolio Review Tips:

  • Portfolio tip 1: Specific tactical advice for web portfolio curation and live demo presentation
  • Portfolio tip 2: Project case study structure with user experience and technical implementation focus
  • Portfolio tip 3: Code quality demonstration and responsive design standards for this role
  • Portfolio tip 4: Company-specific web technology considerations and performance optimization examples

Technical Challenge Preparation:

  • Challenge preparation 1: Typical web development exercise format and expectations
  • Challenge preparation 2: Time management and solution architecture for web challenges
  • Challenge preparation 3: Communication and technical explanation articulation for web concepts

ATS Keywords: [Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

  • Frontend technology 1 with framework proficiency expectations and browser compatibility requirements
  • Frontend technology 2 with responsive design and mobile-first development applications
  • Frontend technology 3 with performance optimization and accessibility features
  • Frontend technology 4 with user interface libraries and component development

Backend & Server Technologies:

  • Backend technology 1 with server-side development and API creation capabilities
  • Server technology 2 with database integration and data management
  • Infrastructure tool 3 with deployment automation and server configuration

Development & DevOps Tools:

  • Development tool 1 with version control and collaborative development benefits
  • DevOps tool 2 with CI/CD pipeline and automated deployment
  • Monitoring tool 3 with web performance tracking and server monitoring capabilities

👥 Team Culture & Values

Web Development Values:

  • Web development value 1 specific to the company with user experience focus and technical excellence expectations
  • Web development value 2 specific to the company with performance optimization and accessibility standards
  • Web development value 3 specific to the company with code quality approach and collaborative development practices
  • Web development value 4 specific to the company with innovation expectations and emerging technology adoption

Collaboration Style:

  • Collaboration approach 1 with cross-functional integration between developers, designers, and stakeholders
  • Collaboration approach 2 with code review culture and peer programming practices
  • Collaboration approach 3 with knowledge sharing, technical mentoring, and continuous learning

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Web development challenge 1 specific to this role with modern web standards and browser compatibility solutions
  • Web development challenge 2 specific to this company/technology stack with performance optimization and scalability considerations
  • Web development challenge 3 specific to user experience with accessibility and responsive design adaptation
  • Web development challenge 4 specific to emerging web technologies with continuous learning and skill development approaches

Learning & Development Opportunities:

  • Learning opportunity 1 - web technology skill advancement and specialization paths
  • Learning opportunity 2 - conference attendance, certification, and community involvement
  • Learning opportunity 3 - technical mentorship, leadership development, and architecture decision-making

💡 Interview Preparation

Technical Questions:

  • Technical question 1 specific to web development fundamentals with HTML, CSS, JavaScript preparation advice
  • Technical question 2 specific to web architecture and performance with system design and optimization strategies
  • Technical question 3 specific to problem-solving methods, performance optimization, and scalable web architecture

Company & Culture Questions:

  • Technical question 4 specific to company web development culture with research recommendations and team fit assessment
  • Technical question 5 specific to web development methodology with Agile practices and collaboration examples
  • Technical question 6 specific to user experience impact with project metrics and performance measurement discussion

Portfolio Presentation Strategy:

  • Presentation strategy 1 - live website demonstration and technical walkthrough methods
  • Presentation strategy 2 - code explanation techniques and architecture decision reasoning
  • Presentation strategy 3 - user experience showcase and responsive design demonstration methods

📌 Application Steps

To apply for this web development/server administration position:

  1. Submit your application through the application link
  2. Prepare your resume with relevant project highlights and technical skills emphasis
  3. Prepare for the technical interview with coding challenges and portfolio presentation
  4. Research the company with web technology focus and user experience understanding

Application Requirements

Applicants should have extensive experience in leading customer technical support operations and possess strong troubleshooting skills. Knowledge of PKI fundamentals and relevant certifications are essential.