Job Information
Keyfactor, Inc. Support Engineer, Tier 1 in Independence, Ohio
About Keyfactor 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 companiesacross 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! Job Title: Support Engineer, Tier 1 Location: United States; Atlanta Experience: Associate Level Job Function: Support Employment Type: Full-Time Industry: Computer and Network Security Job Summary The Support Engineer, Tier 1, resolves customer-reported technical issues of moderate complexity and supports the continuity of customer operations. This role demonstrates growing technical proficiency, effective customer communication, and increasing ownership of support cases through resolution. The Support Engineer contributes to team knowledge, follows established processes, and continues to build depth in supported products and technologies. Applicants must hold US citizenship or US permanent resident status. Job Responsibilities Customer Engagement & Support Serves as a technical point of contact for customers, engaging via calls and written communication to diagnose issues and provide timely support. Responds to customer inquiries within defined SLAs, prioritizing cases based on impact and severity with guidance as needed. Communicates technical information clearly and professionally, adapting explanations to customer technical proficiency. Provides accurate and timely case updates in alignment with incident severity and communication standards. Assists customers with product usage, configuration guidance, and best practices to reduce repeat issues. Case Ownership & Management Manages assigned support cases through resolution with appropriate guidance and escalation. Maintains accurate, clear, and technically appropriate case documentation in the support CRM system. Produces case summaries outlining troubleshooting steps and resolutions to support knowledge sharing. Collaborates with peers and participates in SWARM models to resolve more complex or escalated issues. Performs log review and configuration analysis to support root cause identification. Technical Problem Solving & Analysis Uses lab environments and internal tools to reproduce issues, validate findings, and test solutions under guidance. Troubleshoots the majority of assigned cases using documentation, established procedures, and peer support. Identifies patterns in recurring issues and raises observations to senior team members for review. Contributes to internal knowledge base articles and documentation to improve support efficiency. Shares learnings and troubleshooting approaches with the team to build collective knowledge. Product & Domain Knowledge Demonstrates working knowledge of supported products and underlying technologies. Resolves routine and moderately complex technical issues within assigned product areas. Applies product knowledge to evaluate customer environments and configurations with guidance. Supports customers with standard deployment, configuration, and operational recommendations. Continues to develop technical expertise through hands-on experience, training, and peer collaboration. Escalation & Incident Support Follows established escalation procedures to ensure timely resolution and appropriate visibility. Partners with senior engineers and SWARM teams on complex cases and higher-impact incidents. Assists in building and maintaining lab environments as needed to