Job Description
Title: Support Analyst
Experience: Entry Level
Employment Type: Full-Time
Industry: Enterprise Software
Location: Remote; Germany
Travel Requirements: N/A
ABOUT THE POSITION:
The Support Analyst position will join our fast-growing Customer Enablement team to provide operational and support excellence to Keyfactor customers. This foundational role will be an integral part to building resilient cloud-hosted environments for our customers and act as a first line of defense for any questions or issues that arise. On a day-to-day basis, the Support Analyst will assist with technical onboarding of new customers to supporting customers in their Production environment.
Applicant must hold U.S. citizen or U.S. permanent resident status.
RESPONSIBILITIES
- Perform secure offline Root CA tasks with other team members – Root signings, CRL
publishing, and CSR request - Provide operational support to managed service Operations as per formal written
guidelines and procedures - Perform frontline telephone and email support for software and managed service
customers - Triage support issues for proper categorization
- Coordinate issue escalation as necessary
- Ownership of case management lifecycle
- Perform off-hours system maintenance tasks as per customer service level
agreements
WHAT YOU’LL DO
- Develop deep knowledge of Public Key Infrastructure (PKI) and Keyfactor software
- Work with the team to solve customer issues
- Access secure offline root CA’s and publish CRLs, and sign CSR's
- Document solutions and cases
- Learn from your teammates and share your knowledge with the team and
customers
SKILLS & EXPERIENCE
- Strong interpersonal communication skills
- Linux experience is highly preferred
- Effective time management, project management and prioritization skills
- Fundamental technical troubleshooting and problem-solving skills
- Fundamental proficiency with industry-standard operating systems and business
application suites - Basic systems administration capabilities (e.g., Windows Server, Active Directory user accounts, password management, security groups,)
- Preferred: Fundamental knowledge of public key infrastructure terminology and
practices - Preferred: Working knowledge of relational database usage
- Preferred: Working knowledge of case and customer relationship management using Salesforce or similar software
COMPENSATION
Salary will be commensurate with experience.
CULTURE, CAREER OPPORTUNITIES AND BENEFITS
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. A few initiatives that make our culture special include:
- Comprehensive benefit coverage
- Dedicated employee focused ambassadors via Key Contributor & Culture Committee
- DIVERSE Commitment
- Global Volunteer Day
- Flexible time off
- Monthly Cross Functional meetings
- Monthly Leadership Development meetings
- Monthly All Hands meetings – followed by group gatherings
- Second Friday’s (the office is closed on the second Friday of every month)
- The Keyfactor Alliance Program
- Weekly Feedback Snapshot
OUR CORE VALUES
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.
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Date Posted
02/23/2023
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