L3 Support Engineer
L3 Support Engineer
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Job Description
About Keyfactor
Our mission is to build a connected society rooted in trust with identityfirst 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 1500 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!
Title: L3 Support Engineer
Location:Spain; Barcelona
Experience: Mid level
Job Function:Engineering
Employment Type:FullTime
Industry: Computer & Network Security
Job Summary
The Support Engineer position is a key position in maintaining optimal customer satisfaction. It is necessary to combine strong technical skills with the ability to deal with complex and demanding customer scenarios. The goals of this role include:
- Proficiency with the architecture of Keyfactor products
- Knowledge growth of Public Key Infrastructure and certificate management as it relates to Keyfactor products
- Foster collaboration within the software development and support group
The position is based in the Barcelona office we have a hybrid work model and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position.
Job Responsibilities
- Work with the support and engineering teams to troubleshoot and resolve complex software issues.
- Manage and prioritize L3 support queue.
- Participate in meetings with customers to check and fix software issues.
- Reproduce issues by replicating complex customer environments as needed. Indepth knowledge of Windows and Linux operating systems is required as well as being able to understand and extract information from them.
- Analyze source code internal architecture and customer scenarios to identify root causes and assist engineering team in resolving issues. Understand and be able to debug and code .NET languages.
- Document issues and contribute to our internal team documentation.
- Analyze performance issues that may arise along the data path in different environments.
- Provide technical expertise in testing deploying and upgrading Redtrust software.
- Participate in new product development customer training and other support related activities.
- Be part of the 24/7 support service pool.
Minimum Qualifications Education and Skills
- Strong demonstrable relevant experience in the enterprise software industry.
- Strong background in .net programming environments.
- Working knowledge of Cloudbased and Onpremises environments.
- Expert working knowledge in Windows and networking (TCP/IP).
- Advanced analytical and problemsolving skills.
- Strong technical background with excellent problemsolving and multitasking skills.
- High availability and commitment to customers.
- Good understanding of communication protocols and software APIs Active Directory and Powershell scripting
- Familiarity with Linux and Mac based environments is preferred
- PKI Knowledge: Strong understanding of Public Key Infrastructure (PKI) is highly valued.
- Educational Background: University Engineering Degree in IT / SW Engineering / Computer Science / or other relevant is a plus!
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.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a companywide 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 employeefocused 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 nonprofit 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.
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 customercentric 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 highpaced 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 including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactors People team via and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Employment Type
Full Time
