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Technical Support Engineer

Keyfactor

Описание

About Keyfactor

Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!

Job Title: Support Engineer

Location: Cleveland, Ohio (Hybrid)

Experience: Mid Level

Job Function: Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary

The Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that impact product performance and business operations. They serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. By collaborating with Tier III, Team Leads and Tier IV. The role emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the Support Engineer (Tier II) safeguards operational stability and strengthens long-term customer confidence.

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