Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!
Title: Customer Support Analyst
Location: United States; Remote, Eastern or Central time zone
Experience: Associate
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
The Support Analyst builds on entry-level skills by managing service requests and low-complexity incidents to improve first contact resolution rates while ensuring high-quality case triaging and management. This person will be enrolled in an on-call rotation.
Applicants must hold US citizenship or US permanent resident status.
Job Responsibilities
Customer Assistance
• Resolves straightforward problems and service requests following predefined procedures.
• Provides prompt and courteous responses to enhance customer experience.
• Achieves target SLOs for average case age and handling times.
Case Management
• Owns resolution plan and manages customer experience for assigned cases.
• Monitors tier queue and manages case assignments, ensuring adherence to SLA and SLO.
• Assists in maintaining case management practices and procedures.
Problem Management
• Identifies and documents software or hardware bugs, collaborating with engineering teams.
• Assesses risks associated with technical issues and escalations.
• Analyzes problem patterns to recommend preventative measures.
Core Product Knowledge
• Demonstrates familiarity with all Keyfactor product suites.
• Specializes in a subset of Keyfactor products for focused support.
• Applies product knowledge to enhance support capabilities.
Domain Knowledge
• Exhibits strong troubleshooting skills and proficiency in case management tools.
• Knowledge of Python and Bash scripting is beneficial.
• Applies domain knowledge to effectively resolve customer issues.
Documentation and Knowledge Sharing
• Contributes to the internal knowledge base with solutions and workarounds.
• Creates and maintains technical documentation for customer and internal use.
• Collaborates in building and updating SOPs or knowledge articles for Tier 1 support.
Escalation & Major Incident Management
• Functionally escalates complex problems to higher support tiers.
• Replicates customer incidents in labs and researches knowledge articles for case escalation.
• Coordinates with Tier 2 teams for effective escalation handling.
Internal Collaborations
• Provides feedback to Tier 1 team to enhance triaging and escalation processes.
• Suggests improvements for support processes and tools.
• Collaborates with internal teams to resolve cross-functional issues
Minimum Qualifications, Education, and Skills
• Associate's degree or equivalent experience
• Good knowledge of IT products/services delivery, with hands-on experience supporting Windows Server OS, Linux, and IIS. Capable of participating in support operational projects and initiatives, contributing to the improvement of support processes while quickly learning new tools and systems.
• Familiarity with PowerShell and Java scripting.
• Familiarity with database queries i.e. SQL
• Understanding network basics
• Experiencing in case management and reporting using Zendesk
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions.
• Ability to communicate clearly and professionally with customers, both verbally and in writing.
• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus.
• Ability to mentor junior team members to meet our support targets and customer experience standards.
• Good knowledge of technical support operations and customer service techniques.
• Knowledge of software support processes and product troubleshooting methodologies.
Travel Requirements
Up to 10% travel time required
Salary will be commensurate with experience.
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:
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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