Principal Support Engineer

Yubico Inc.

1d•Remote

About The Position

As a Principal Support Engineer at Yubico, you will address complex technical challenges at the intersection of hardware, software, and global security standards to ensure customer security at scale. In this role, you will act as the technical lead of the US technical support team, reporting directly to and working closely with the Director of Technical Support, providing mentorship and strategic direction to maintain excellence in regional operations. You possess comprehensive expertise in Yubico’s core offerings, from the YubiKey ecosystem to our SDKs and professional services. You stay current with industry trends to develop actionable strategies that strengthen the support organization. Your contributions focus on long-term impact by establishing knowledge frameworks that improve problem resolution and prevention.

Requirements

10+ years of experience in technical support, engineering, or a related cybersecurity field.
Proven expertise in troubleshooting hardware and software integrations, with a deep understanding of core authentication concepts.
Demonstrated experience in a technical leadership or mentorship role, with the ability to uplift the skills of a diverse group of support engineers.
Exceptional ability to distill complex technical topics into clear, actionable documentation and guidance for both internal teams and external customers.

Nice To Haves

Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting is strongly preferred.
Advanced knowledge of industry standards such as FIDO2, WebAuthn, PIV, OpenPGP, OATH-TOTP and PKCS11.
Previous experience leading or coordinating support operations within the US market or other global regions.
A history of developing new troubleshooting methodologies or automated tools that significantly improved support scalability.
Relevant industry certifications (e.g., CISSP, Security+, Microsoft Identity and Access Administrator).
Scripting and automation experience (Python, PowerShell, Bash, etc.) to build support tools or automate repetitive tasks.
Previous experience working with hardware tokens or HSMs (Hardware Security Modules).

Responsibilities

Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally.
Elevate the technical baseline of the entire support organization by mentoring junior and senior engineers, leading technical deep-dives, and conducting training sessions.
Work with Engineering, QA, and Product teams to identify bugs, replicate edge-case issues, and advocate for product improvements based on customer impact.
Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides.
Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency.

Benefits

Freedom and Flexibility: At Yubico, we want you to be your most productive selves whether you decide to work 100% from home or choose to work hybrid/onsite.
The way we balance the fast-paced demands of a high-growth company and sustainability is making rest a priority.
Yubico Values: We work to ensure that our employees have an open space to have their voices amplified to create a workplace where everyone feels like they belong.
Employee Resource Groups that foster inclusion, help build community and connection across Yubico.
Yubico donates YubiKeys to organizations in need all over the world.
Social Connection: Relationships and connectedness matter, and we love spending time with our team!
Our virtual workspace keeps us connected day-to-day whether it's through Yubico celebrating wins or our buzzing Slack communities.
1,200 CAD per year - Wellness benefit
$3,000 USD - Continuing Education Stipend
Vacation - Paid Time Off - 15 days
Sick Days - 10 days
Occupational Pension - Yubico offers a pension fund and contributes up to 5% of base salary
Company Health Insurance - Health insurance offered to employees (medical and dental). You can decide to enroll or not. We do pay for it if you do. (SunLife)