Support Analyst

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Title: Support Analyst

Location: Cleveland, Ohio; Atlanta, Georgia; Remote within the Eastern US time zone preferred 

Experience: 1+ Years of Experience 

Job Function: Global Professional Services

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

As a Support Analyst with Keyfactor, you will join our fast-growing Global Services team aimed at providing operational and support excellence to Keyfactor customers.  We commit ourselves to combining industry best service with industry best products and allowing our customers to operate their business more efficiently.  Customers are core, and as a result, all of your responsibilities will center around improving the customer experience. 

Because Customers are Core, everything that this position does should be focused on improving the customer experience. Your leadership will be responsible for ensuring our customers are getting the experience they need, whether it be from product support, hosted platforms, or project delivery.

The position is based in the United States and can be performed remotely when necessary. Applicants must hold US citizen or US permanent resident status.

Responsibilities

  • Own resolution plan and customer experience for the assigned cases providing prompt response and satisfactory closure to customer enquiries and incidents.
  • Be a great communicator with a customer centric focus. Identify the technical challenges our customers are facing and provide solutions both independently, and with the support of your colleagues.
  • Support L1 team leader and participate in daily standup and collaborate with team members on troubleshooting and resolution of assigned cases.
  • Liaise internally with Tier 1 Team Lead and CSM team to ensure escalated cases are updated frequently and resolve promptly.
  • Gather and examine logs for helpful troubleshooting tips to resolve common problems.
  • Build product testing labs and test configurations to reproduce issues and identify solutions to common
  • Triage incoming customer requests to ensure the ticket taxonomy is completed with the relevant information needed to facilitate a speedy resolution of the case.
  • Report identified product bugs to the Product Development Team.
  • Coordinate customer solutions with the Product Development Team.
  • Be mentored and train on Keyfactor products to gain further competency.
  • Create new and enhance existing knowledge base articles and SOPs for internal teams.
  • Assist with short term and long-term data center projects including the onboarding of new customers, supporting data center operations for existing customers, as well as assisting with customers that depart from Keyfactor.

Skills and Qualifications

  • Previous experience in customer support operations.
  • Possess strong troubleshooting skills to identify incident root cause and think critically about possible solutions.
  • Ability to communicate effectively and work cross functionally within our organization.
  • Experience with Windows Server OS, IIS, ADFS, WAP and Active Directory.
  • Familiarity with PowerShell and Java scripting.
  • Familiarity with troubleshooting and supporting SQL Database.
  • Understanding of network topologies and firewalls troubleshooting.
  • Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus.
  • Knowledge of ADCS or EJBCA is a plus but not essential.
  • ITIL, cloud or security certification is a plus, but not essential.
  • Knowledge of PKI is a plus, but not essential.

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. A few initiatives that make our culture special include: 

  • Comprehensive benefit coverage 
  • Dedicated employee focused ambassadors via Key Contributor & Culture Committee 
  • DIVERSE Commitment  
  • Global Volunteer Day 
  • Flexible time off 
  • Regular Cross Functional meetings 
  • Regular Leadership Development meetings 
  • Regular All Hands meetings – followed by group gatherings  
  • Second Friday’s (a company-wide day off on the second Friday of every month) 
  • The Keyfactor Alliance Program 
  • Weekly Feedback Snapshot 

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. 

#LI-DNI

 

REASONABLE ACCOMODATION: 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.

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