Title: Tier 2 Support Analyst, AMS Support
Location: Cleveland, Ohio (flexible hybrid model)
Experience: Associate
Job Function: Global Professional Services
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
As a Tier 2 Support Analyst with Keyfactor, you will focus on resolving our customers' complicated support issues. You will also help lead, mentor, and grow our fast-growing Global Services team aimed at providing operational and support excellence to Keyfactor customers. We commit ourselves to combining industry best service with industry best products and allowing our customers to operate their business more efficiently. Customers are core, and as a result, all of your responsibilities will center around improving the customer experience.
The position is based in the United States and can be performed remotely when necessary. Applicants must hold US citizenship or US permanent resident status.
Responsibilities
Collaborate with support and other Keyfactor team members on resolving our Tier 2 technical support escalations.
Be a strong communicator with a customer centric focus by identifying the technical challenges our customers are facing and either be able to resolve or escalate to Tier 3 resources as quickly as possible.
Collaborate with other support team members on escalated cases in the manner that will allow them to be resolved most efficiently.
Communicate with leadership and Support Analysts to execute successful case closures within expected guidelines.
Create new and enhance existing Support Team process documentation.
Gather and examine logs to resolve complex problems.
Test configurations to reproduce issues and identify solutions to complex problems.
Report identified product bugs to the Product Development Team.
Coordinate customer escalations with Product Development, Professional Services and Cloud Engineering, ensuring adequate logs and information are provided with each case.
Collaborate with Customer Success Managers to resolve escalations.
Create new and enhance existing knowledge base articles.
Mentor and guide Tier 1 analysts as needed.
Skills and Qualifications
Operate with a strong degree of customer service/customer experience.
Be driven and action oriented with a high degree of ownership on cases assigned.
Possess the ability to drive customers and their tickets to resolution or escalation to the right resources in our escalation triage model.
Ability to often work independently and responsibly within enterprise customer environments.
Be proactive and initiate solutions rather than waiting for guidance, escalating when needed to maintain forward progress.
Possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions.
Ability to communicate effectively and professionally with key stakeholders, both internally to Keyfactor and externally with customers.
Ability to complete, communicate, and escalate tickets within expected time frames.
Possess a positive attitude irrespective of tense customer escalated tickets.
Intermediate experience working with Windows Server OS/ Linux OS.
Intermediate knowledge of Active Directory and IIS.
Intermediate experience working with PowerShell.
Basic knowledge in working with MS SQL, such as executing queries/commands provided by engineering teams a plus.
Basic knowledge of PKI, ADCS or EJBCA preferred.
Knowledge working with Keyfactor products a plus.
Fluent in English (both written and verbal).
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 pe