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. 📍Coordinate customer incident assistance with Tier 2 support and Professional Services if needed and continue to own customer communication and drive resolution plan. 📍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 technical 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 Linux operating systems. 📍Experience with terminal based commands. 📍Familiarity with troubleshooting and SQL queries. 📍Understanding of network topologies and firewalls troubleshooting. 📍Computer based degree or certifications (LPI, Comptia etc). 📍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.