Technical Support Engineer

Keyfactor, Inc. • Cleveland, OH

3d • Hybrid

About The Position

The Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that affect product performance and business operations. The role serves as a critical escalation point, conducting in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. Working with Tier III, Team Leads, and Tier IV, the Support Engineer emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the role safeguards operational stability and strengthens long-term customer confidence.

The position is based in Cleveland, Ohio, with a hybrid work arrangement. It is a full-time, mid-level Support role.

Requirements

• Bachelor's degree or equivalent experience.
• 2 to 4 years of related work experience and general knowledge within the functional area.
• Experience handling complex technical issues in a SaaS or software environment.
• Participation in support initiatives and process improvement efforts.
• Strong troubleshooting and analytical skills across systems such as Windows, Linux, networking, and databases.
• Proficiency in case management tools and structured problem-solving.
• Ability to clearly explain technical concepts to customers.
• Proven ability to manage complex cases independently through resolution.
• Experience performing root cause analysis and implementing long-term fixes.
• Strong prioritization skills and ability to manage multiple issues simultaneously.
• Solid understanding of support processes and troubleshooting methodologies.
• Familiarity with cloud environments and enterprise system configurations.

Responsibilities

• Provide clear, structured communication to customers throughout the resolution process.
• Independently troubleshoot and resolve complex technical issues, offering guidance and best practices.
• Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction.
• Conduct root cause analysis and implement sustainable solutions.
• Identify recurring trends and contribute to process and product improvements.
• Develop and maintain knowledge base content and best practices.
• Share expertise with team members to strengthen overall capability.
• Manage escalations effectively and contribute to major incident resolution.
• Collaborate cross-functionally with Engineering, Product, and other teams.
• Recommend improvements to tools, workflows, and support processes.

Benefits

• Second Fridays: a company-wide day off on the second Friday of each month, except November and December due to the holiday schedule; subject to change.
• Comprehensive benefit coverage globally.
• Paid parental leave, with structure varying by region and government requirements.
• Adoption and fertility support.
• Competitive time off globally.
• Wellbeing resources, wellness allowance, mindfulness app free membership, and Wellness Wednesdays.
• Global Volunteer Day, nonprofit matching, and three volunteer days off.
• Monthly talent development and cross-functional meetings to support professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level