Principal Support Engineer

Yubico Inc.

1d • $125,000 - $145,000 • 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

• Health coverage (including dental and vision) with 100% premium coverage for employee and 85% for family.
• 401K retirement plan with dollar-for-dollar match up to 6% ($6K/year cap) and immediate vesting.
• $1,200.00 wellness reimbursement (prorated) for gym memberships, massages, or fitness classes.
• Yearly learning and development stipend of $3,000 and mentorship program.
• 15 vacation days, 10 holidays, and 7 sick days per year.
• 8 weeks of paid parental leave for all parents, with an additional 8 weeks for birthing parents (16 weeks total).
• Commuter benefits for commuting to the office.
• Flexible work arrangements (100% remote, hybrid, or onsite).

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed