Blog
Senior Support Engineer
ApplyAbout 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: Senior Support Engineer
Location: Spain; Barcelona
Experience: Mid level
Job Function: Engineering
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
In 2019, Keyfactor decided to widen its investment and acquired Redtrust, a Spanish company pioneer in the management of people’s identity through the custody and management of digital certificates. Redtrust has a strong reputation for providing top-notch products and services in Spain.
The Senior Support Engineer provides advanced technical support to customers, troubleshooting complex software issues and working closely with development teams to identify and resolve bugs. This role includes mentoring junior engineers, leading support projects, and contributing to process improvements.
The position is based in the Barcelona office, we have a hybrid work model and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position.
Job Responsibilities
- Provide advanced technical support to customers, resolving complex software issues.
- Collaborate with development and QA teams to diagnose and fix product bugs.
- Lead technical support projects and initiatives to improve support efficiency.
- Mentor and guide junior support engineers, sharing expertise and knowledge.
- Contribute to the development of support documentation and knowledge base articles.
- Participate in product testing and validation to prevent recurring issues.
- Monitor and improve support processes through feedback and best practices.
- Act as a point of escalation for high-priority or critical customer issues.
Minimum Qualifications, Education, and Skills
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- Strong experience in software support engineering or a related field.
- Previous experience of debugging and resolving issues directly in source code is a must.
- Strong hands-on experience in .NET and C# source code is essential. Familiarity with C and C++ is a plus.
- Strategic thinking, exceptional problem-solving abilities, high-level proficiency in relevant tools and technologies.
- Advanced troubleshooting abilities, strong collaboration skills, and the ability to mentor junior engineers.
- Ability to lead complex projects, drive strategic initiatives, and influence decision-making.
- Ability to handle complex support cases, contribute to process improvements, and collaborate across departments.
- Extensive knowledge of industry trends, company strategy, and cross-functional processes.
- Deep knowledge of support processes, product architecture, and customer communication best practices.
#LI-NA1
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 of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Generous paid parental leave globally.
- 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 [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.