About Keyfactor
Our 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!
Job Title: Support Engineer
Location: Cleveland, Ohio (Hybrid)
Experience: Mid Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer and Network Security
Job Summary
The Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that impact product performance and business operations. They serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. By collaborating with Tier III, Team Leads and Tier IV. The role emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the Support Engineer (Tier II) safeguards operational stability and strengthens long-term customer confidence.
Job Responsibilities
Provide clear, structured communication to customers, building confidence throughout the resolution process
Independently troubleshoot and resolve complex technical issues, offering guidance and best practices
Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction
Conduct root cause analysis and implement sustainable solutions
Identify recurring trends and contribute to process and product improvements
Develop and maintain knowledge base content and best practices
Share expertise with team members to strengthen overall capability
Manage escalations effectively and contribute to major incident resolution
Collaborate cross-functionally with Engineering, Product, and other teams
Recommend improvements to tools, workflows, and support processes
Minimum Qualifications, Education, and Skills
Bachelor's degree or equivalent experience
2 to 4 years of related work experience and general knowledge within their functional area
Experience handling complex technical issues in a SaaS or software environment
Participation in support initiatives and process improvement efforts
Strong troubleshooting and analytical skills across systems (e.g., Windows, Linux, networking, databases)
Proficiency in case management tools and structured problem-solving
Ability to clearly explain technical concepts to customers
Proven ability to manage complex cases independently through resolution
Experience performing root cause analysis and implementing long-term fixes
Strong prioritization skills and ability to manage multiple issues simultaneously
Solid understanding of support processes and troubleshooting methodologies
Familiarity with cloud environments and enterprise system configurations
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 due to the Holiday schedule). Please note that this benefit is subject to change.
Comprehensive benefit coverage globally.
Paid Parental Leave is available to new parents. Structure varies based on regional/government…