{"schemaVersion":"jobsearcher.job.v1","id":"79859dc2ec9f19b9a0c95411","url":"https://jobsearcher.com/jobs/79859dc2ec9f19b9a0c95411","canonicalUrl":"https://jobsearcher.com/jobs/79859dc2ec9f19b9a0c95411","title":"Technical Support Engineer","description":"About Keyfactor\nOur 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!\nJob Title: Technical Support Engineer\nLocation: United States; Remote, MST or PST\nExperience: Mid Level\nJob Function: Support\nEmployment Type: Full-Time\nIndustry: Computer and Network Security\nJob Summary\nThe Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring continuity of customer operations and successful value realization. This role demonstrates strong technical judgment, effective customer communication, and consistent ownership of cases through resolution while contributing to team knowledge and continuous improvement.\nJob Responsibilities\nCustomer Engagement & Support Excellence\nServes as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships.\nResponds to customer inquiries within defined SLAs, prioritizing based on business impact and severity.\nCommunicates technical information clearly and professionally, tailoring explanations to customer technical proficiency.\nProvides timely, accurate, and actionable updates aligned with incident severity and communication guidelines.\nAdvises customers on product usage, configuration best practices, and operational recommendations to prevent future issues.\nCase Ownership & Management\nOwns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system.\nProduces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse.\nCollaborates effectively within SWARM models to resolve complex issues within SLA expectations.\nAnalyzes logs, system behavior, and configurations to identify root causes and drive resolution.\nTechnical Problem Solving & Analysis\nUtilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions.\nTroubleshoots the majority of cases independently using experience, documentation, internal tools, and external research.\nIdentifies recurring or systemic issues and proactively recommends corrective or preventative improvements.\nAuthors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability.\nShares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise.\nProduct & Domain Expertise\nDemonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers.\nResolves advanced and non-routine technical issues within assigned product areas.\nApplies domain expertise to evaluate complex environments, configurations, and integrations.\nProvides advanced guidance on product configurations, deployment patterns, and operational best practices.\nMaintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges.\nEscalation & Incident Management\nAppropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues.\nPartners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents.\nBuilds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues.\nCross-Functional Collaboration & Continuous Improvement\nContributes to internal enablement through advanced training sessions and technical knowledge sharing.\nIdentifies opportunities for process improvement and operational efficiency within the support function.\nCollaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes.\nSupports initiatives to simplify processes and improve overall support effectiveness.\nMinimum Qualifications, Education, and Skills\nBachelor’s degree or equivalent practical experience.\n3+ years of hands-on technical support or engineering experience in a customer-facing environment.\nProven ability to manage multiple customer cases with minimal oversight while maintaining high service quality.\nStrong customer communication skills, including the ability to confidently engage customers via phone and written channels.\nDemonstrated commitment to customer satisfaction and operational excellence.\nLog analysis and troubleshooting.\nDatabase fundamentals including SQL queries and table analysis.\nLinux operating systems.\nWindows Server environments. #LI-NA1\nCompensation\nSalary will be commensurate with experience.\nCulture, Career Opportunities and Benefits\nWe 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.\nHere are just some of the initiatives that make our culture special:\nSecond 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.\nComprehensive benefit coverage globally.\nPaid 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.\nCompetitive time off globally.\nDedicated employee-focused ambassadors via Key Contributors & Culture Committees.\nDIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.\nThe Keyfactor Alliance Program to support DEIB efforts.\nWellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.\nGlobal Volunteer Day, company non-profit matching, and 3 volunteer days off.\nMonthly Talent development and Cross Functional meetings to support professional development.\nRegular All Hands meetings – followed by group gatherings.\nOur Core Values\nOur core values are extremely important to how we run our business and what we look for in every team member:\nTrust is paramount.\nWe 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.\nCustomers are core.\nWe 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.\nInnovation never stops, it only accelerates.\nThe speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.\nWe deliver with agility.\nWe thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.\nUnited by respect.\nRespect 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.\nTeams make “it” happen.\nVision 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.\nKeyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.\nREASONABLE 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.\nKeyfactor Privacy Notice","company":"Keyfactor","rawCompany":"keyfactor","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-15T12:55:56.618Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"About Keyfactor\nOur 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!\nJob Title: Technical Support Engineer\nLocation: United States; Remote, MST or PST\nExperience: Mid Level\nJob Function: Support\nEmployment Type: Full-Time\nIndustry: Computer and Network Security\nJob Summary\nThe Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring continuity of customer operations and successful value realization. This role demonstrates strong technical judgment, effective customer communication, and consistent ownership of cases through resolution while contributing to team knowledge and continuous improvement.\nJob Responsibilities\nCustomer Engagement & Support Excellence\nServes as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships.\nResponds to customer inquiries within defined SLAs, prioritizing based on business impact and severity.\nCommunicates technical information clearly and professionally, tailoring explanations to customer technical proficiency.\nProvides timely, accurate, and actionable updates aligned with incident severity and communication guidelines.\nAdvises customers on product usage, configuration best practices, and operational recommendations to prevent future issues.\nCase Ownership & Management\nOwns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system.\nProduces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse.\nCollaborates effectively within SWARM models to resolve complex issues within SLA expectations.\nAnalyzes logs, system behavior, and configurations to identify root causes and drive resolution.\nTechnical Problem Solving & Analysis\nUtilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions.\nTroubleshoots the majority of cases independently using experience, documentation, internal tools, and external research.\nIdentifies recurring or systemic issues and proactively recommends corrective or preventative improvements.\nAuthors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability.\nShares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise.\nProduct & Domain Expertise\nDemonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers.\nResolves advanced and non-routine technical issues within assigned product areas.\nApplies domain expertise to evaluate complex environments, configurations, and integrations.\nProvides advanced guidance on product configurations, deployment patterns, and operational best practices.\nMaintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges.\nEscalation & Incident Management\nAppropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues.\nPartners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents.\nBuilds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues.\nCross-Functional Collaboration & Continuous Improvement\nContributes to internal enablement through advanced training sessions and technical knowledge sharing.\nIdentifies opportunities for process improvement and operational efficiency within the support function.\nCollaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes.\nSupports initiatives to simplify processes and improve overall support effectiveness.\nMinimum Qualifications, Education, and Skills\nBachelor’s degree or equivalent practical experience.\n3+ years of hands-on technical support or engineering experience in a customer-facing environment.\nProven ability to manage multiple customer cases with minimal oversight while maintaining high service quality.\nStrong customer communication skills, including the ability to confidently engage customers via phone and written channels.\nDemonstrated commitment to customer satisfaction and operational excellence.\nLog analysis and troubleshooting.\nDatabase fundamentals including SQL queries and table analysis.\nLinux operating systems.\nWindows Server environments. #LI-NA1\nCompensation\nSalary will be commensurate with experience.\nCulture, Career Opportunities and Benefits\nWe 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.\nHere are just some of the initiatives that make our culture special:\nSecond 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.\nComprehensive benefit coverage globally.\nPaid 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.\nCompetitive time off globally.\nDedicated employee-focused ambassadors via Key Contributors & Culture Committees.\nDIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.\nThe Keyfactor Alliance Program to support DEIB efforts.\nWellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.\nGlobal Volunteer Day, company non-profit matching, and 3 volunteer days off.\nMonthly Talent development and Cross Functional meetings to support professional development.\nRegular All Hands meetings – followed by group gatherings.\nOur Core Values\nOur core values are extremely important to how we run our business and what we look for in every team member:\nTrust is paramount.\nWe 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.\nCustomers are core.\nWe 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.\nInnovation never stops, it only accelerates.\nThe speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.\nWe deliver with agility.\nWe thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.\nUnited by respect.\nRespect 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.\nTeams make “it” happen.\nVision 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.\nKeyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.\nREASONABLE 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.\nKeyfactor Privacy Notice","datePosted":"2026-08-15T12:55:56.618Z","dateModified":"2026-08-15T12:55:56.618Z","hiringOrganization":{"@type":"Organization","name":"Keyfactor","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"79859dc2ec9f19b9a0c95411"},"url":"https://jobsearcher.com/jobs/79859dc2ec9f19b9a0c95411"}}