Responsibilities

📍Own the customer experience from first contact to resolution, or until proper escalation has occurred. 📍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. 📍Communicate with leadership and second- or third-line Support Analysts to execute successful case closures within required timelines. 📍Develop a strong base of knowledge around Public Key Infrastructure (PKI) concepts, certificate lifecycle management, and the Keyfactor products designed to support it. 📍Become familiar with all available resources to identify solutions. (Knowledge base, case history, product documentation, etc.) 📍Gather and examine logs for helpful troubleshooting tips to resolve common problems. 📍Test configurations to reproduce issues and identify solutions to common problems. 📍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.  📍Report identified product bugs to the Product Development Team. 📍Coordinate customer solutions with the Product Development Team. 📍Create new and enhance existing knowledge base articles.

Skills and Qualifications

📍Service oriented. 📍Driven and action oriented. 📍Ability to work independently and collaboratively. 📍Be proactive and initiate solutions. 📍Possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions. 📍Ability to communicate effectively and professionallywith key stakeholders. 📍Ability to complete tasks within required timelines. 📍Possess a positive attitude. 📍Familiarity working with Windows / Linux OS. 📍Familiarity working with PowerShell. 📍Fluent in English (both written and verbal).