Job Title: Support Engineer, Tier 3

Location: United States; Remote, MST or PST

Experience: Senior Level

Job Function: Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary 

The Support Engineer, Tier 3, functions as a senior individual contributor responsible for resolving the most complex and high-impact technical issues. This role provides technical leadership across the support organization, partners closely with Product and Engineering teams, and drives systemic improvements that enhance product stability, support effectiveness, and customer outcomes.

Applicants must hold US citizenship or US permanent resident status.

Job Responsibilities 

Advanced Technical Resolution

• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact.
• Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains.
• Proactively identifies and addresses issues prior to customer or executive escalation.
• Reproduces customer issues in lab or test environments to validate root cause and confirm resolution.
• Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement.

Subject Matter Expertise

• Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA.
• Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices.
• Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers.
• Contributes technical insight related to emerging risks, architectural considerations, and support readiness.

Knowledge Sharing & Enablement

• Mentors and provides technical guidance to support engineers across all tiers.
• Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation.
• Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices.
• Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues.

Systemic Improvement & Cross-Functional Collaboration

• Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions.
• Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes.
• Provides technical input that informs product quality, platform stability, and support scalability.
• Represents customer impact and operational risk during cross-functional discussions and incident reviews.

Customer & Incident Management

• Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication.
• Communicates complex technical findings and recommendations to both technical and non-technical stakeholders.
• Maintains accountability for case progression, resolution quality, and documentation accuracy.

Minimum Qualifications, Education, and Skills

• 3+ or more years of advanced technical support experience or demonstrated equivalent expertise in PKI or related security technologies.
• Demonstrated depth of expertise in one or more technical domains required to support Keyfactor products.
• Advanced knowledge of Windows Server and/or Linux, including IIS, ADFS, WAP, and Active Directory.
• Strong expertise in PKI, ADCS, certificate lifecycle management, and cryptographic principles.
• Proficient in SQL database analysis, including complex queries and table structure evaluation.
• Strong understanding of networking concepts, including firewalls, load balancers, and proxy configurations.
• Experience with cloud platforms such as AWS and/or Azure.
• Expertise in containerization and orchestration technologies (Docker, Kubernetes).
• Demonstrates strong verbal and written communication skills with the ability to convey complex technical information clearly and professionally.
• Maintains a high standard of customer focus and operational accountability.
• Capable of identifying root causes of complex issues and articulating clear, actionable resolutions.