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Mid LevelFull-timeRustGit
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Engineer to join Keyfactor, a cybersecurity company trusted by over 1,500 organizations globally. This role involves resolving customer-reported technical issues and supporting customer operations with growing technical proficiency.
Key Responsibilities
- →Serve as a technical point of contact for customers, diagnosing issues and providing timely support
- →Respond to customer inquiries within defined SLAs, prioritizing cases based on impact and severity
- →Communicate technical information clearly and professionally to customers
- →Manage assigned support cases through resolution with appropriate guidance and escalation
- →Troubleshoot the majority of assigned cases using documentation, established procedures, and peer support
- →Contribute to internal knowledge base articles and documentation
- →Collaborate with peers and participate in SWARM models to resolve complex issues
- →Follow established escalation procedures to ensure timely resolution
- →Participate in team knowledge-sharing sessions and enablement activities
Requirements
- ✓Bachelor’s degree or equivalent practical experience
- ✓1–3 years of technical support or engineering experience in a customer-facing environment
- ✓Strong written and verbal customer communication skills
- ✓Demonstrated commitment to customer satisfaction and continuous learning
- ✓Experience with log analysis and troubleshooting fundamentals
- ✓Working knowledge of database fundamentals, including basic SQL queries
- ✓Familiarity with Linux operating systems and Windows Server environments
- ✓US citizenship or US permanent resident status
Benefits
- ★Second Fridays (a company-wide day off on the second Friday of every month)
- ★Comprehensive benefit coverage globally
- ★Generous paid parental leave globally
- ★Competitive time off globally
- ★Wellbeing resources, wellness allowance, mindfulness app free membership
- ★Global Volunteer Day, company non-profit matching, and 3 volunteer days off
- ★Monthly Talent development and Cross Functional meetings
- ★Regular All Hands meetings followed by group gatherings
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