Customer Support Analyst

March 29

Apply Now

Receive Emails with Similar Jobs

Keyfactor

WebsiteLinkedInAll Job Openings

Keyfactor is a leader in providing Public Key Infrastructure (PKI) and cryptographic services, with a strong focus on identity-first security. The company offers a range of products and services designed to manage digital certificates and cryptographic keys for enterprises and IoT devices, enhancing security and trust in an increasingly connected world. Their offerings include PKI as a service, certificate lifecycle automation, fast and secure code signing, and IoT identity management. Keyfactor's solutions also address industry-specific challenges in automotive, medical, telecom, and industrial IoT sectors. Emphasizing modern PKI practices, Keyfactor helps organizations automate and scale their security infrastructure while preparing for emerging threats, including post-quantum cryptography.

Identity & Access Management • SaaS • IoT Security • Public Key Infrastructure • cybersecurity

201 - 500 employees

Founded 2014

🔐 Security

📡 Telecommunications

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Second Fridays (a company-wide day off on the second Friday of every month). • Comprehensive benefit coverage, paid for by the company for you and your dependents (US). • Generous paid parental leave (US). • Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. • DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. • The Keyfactor Alliance Program to support DEIB efforts. • Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. • Global Volunteer Day, company non-profit matching, and 3 volunteer days off. • Unlimited time off (US) and competitive time off globally. • Monthly Talent development and Cross Functional meetings to support professional development. • Regular All Hands meetings – followed by group gatherings.