Create New Account
Sign up to continue searching for suitable jobs in Web 3.0

Terms of Use
Already have an account?

Log In to Your Account
Log in to continue searching for suitable jobs in Web 3.0

Don’t have an account?
Tier 1 EMEA Support Team Lead
4 months ago | 402 views | 14 applications

Tier 1 EMEA Support Team Lead

Per year
$76,000 To $162,000

About the company

Run your PKI and certificate lifecycle automation in the cloud. Eliminate outages & risks. Reduce unnecessary costs, mitigate risk & eliminate outages with Keyfactor PKI management. Proven Scalability. Secure Certificates. Scalable SSL Solution.

Job Summary


📍Train, develop, lead and mentor a team of Tier 1 Support Analysts focused on resolving incidents with low to medium complexity, service requests and sharing product configuration best practices with customers. 📍Be a great communicator with a customer centric focus. Identify the technical challenges our customers are facing and provide solutions both independently, and in support of your colleagues. 📍Collaborate with US tier 1 support team lead and tier 2 leadership to assess and strategically escalate cases in the manner that will allow them to be resolved most efficiently. 📍Own the daily standups and case distribution for your team removing any blockers and liaising externally with other department to ensure adequate ownership and progress of the resolution plan. 📍Represent support team in customer communications for service outages or major incidents working closely with Customer Marketing and Success teams. 📍Create, document, improve and maintain tier 1 support process and increase team awareness and adoption of such process i.e. case triaging. 📍Test configurations to reproduce issues and identify solutions to problems. 📍Develop and enhance training materials to foster the development of the Support Analysts. 📍Collaborate with Customer Success Managers to resolve escalations. 📍Conduct regular performance evaluations to ensure Support Analysts meet or exceed minimum performance requirements. 📍Create new and enhance existing knowledge base articles.

Skills and Qualifications

📍Strong Technical Support experience interfacing with external customers. 📍Demonstrable experience of leading technical team. 📍Previous experience working in a global team with distributed workforce. 📍Possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions. 📍Experience with Windows Server OS, IIS, ADFS, WAP and Active Directory. 📍Strong experience using Linux OS. 📍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. 📍Working knowledge of PKI is a plus. 📍Ability to communicate effectively and professionally with key stakeholders. 📍Ability to complete tasks within required timelines. 📍Possess a positive attitude. 📍Driven and action oriented. 📍Strong leadership skills. 📍Ability to work independently and collaboratively. 📍Be proactive and initiate solutions. 📍Fluent in English (both written and verbal).

Similar jobs

about 11 hours ago | 10 views | 1 applications
$72,000 To $112,000 per year
1 day ago | 22 views | Be the first one to apply
2 days ago | 33 views | 2 applications
$63,000 To $90,000 per year
3 days ago | 29 views | 2 applications
Los Angeles
$100,000 To $120,000 per year
3 days ago | 19 views | Be the first one to apply