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Keyfactor
Website
www.keyfactor.comNumber of employees
Not specified
Locations
United States
Markets
Description
Minimize complexity. Embrace modern PKI. Keyfactor can help your teams establish control while empowering your business by automating at scale with identity-first security for every device, workload and thing.
Preferred payment options
Keyfactor
Manager, Customer Support
United Kingdom
United Kingdom
Full time
Remote
About Keyfactor
Our aim is to establish a trusted, connected society with a focus on identity-first security for both humans and machines. Keyfactor assists organizations in rapidly establishing and maintaining digital trust on a large scale. With a wealth of cybersecurity expertise, we have gained the trust of over 1,500 companies globally. As a consistently recognized Best Place to Work, we attribute our success to our exceptional team that nurtures our culture as we expand. Consider investing in your future with Keyfactor!
Location: Remote, United States
Experience: M2
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
The Customer Support Manager is responsible for overseeing support operations on a regional or global scale for a designated support tier (Tier 1, 2, or 3). This role involves ensuring high-quality service, managing escalations, collaborating internally, and driving continuous improvement within the support service.
The position is open to individuals based in the USA, with candidates required to hold US citizenship or permanent resident status.
Job Responsibilities
Lead, mentor, and manage a team of customer support team leads and engineers, promoting a culture of excellence and professional development.
Enhance team capabilities through training, coaching, and ongoing professional growth opportunities.
Conduct regular performance assessments, offer constructive feedback, and devise detailed development plans.
Supervise support service delivery to maintain compliance with SLAs and high levels of customer satisfaction.
Manage critical customer escalations to ensure timely resolutions along with clear and proactive customer communication.
Collaborate effectively with support tiers, product development, and engineering teams for swift escalation and resolution of customer-related issues.
Partner with sales and customer success teams to align support efforts with customer requirements and organizational objectives.
Provide strategic insights to internal stakeholders for product enhancements and operational process optimizations.
Develop robust escalation management processes to efficiently address critical customer matters.
Coordinate with global support teams to deliver consistent and effective resolution of escalations across various regions.
Maintain transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
Contribute to the establishment, maintenance, and improvement of a comprehensive knowledge base for technical insights and SOPs.
Foster knowledge sharing and continuous learning within the support team to enhance operational efficiency and effectiveness.
Support initiatives focused on optimizing the knowledge management system for improved accessibility and usability.
Analyze and report on case trends and metrics to identify areas for improvement and drive operational excellence.
Manage case assignments and team availability to meet workload demands and SLA targets effectively.
Lead cross-departmental escalations of key cases to ensure prompt and efficient resolution.
Minimum Qualifications, Education, and Skills
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Extensive experience in customer support, including leading senior technical teams and junior support leaders.
Proficiency in cryptography and PKI solutions is preferred.
Demonstrated ability to manage complex projects and handle multiple priorities systematically.
Proven track record of managing global teams and intricate support operations.
Strong analytical skills and experience in support metrics and data analysis.
Strategic thinking capability with a focus on driving continuous improvement.
Exceptional leadership and decision-making skills.
Proficiency in managing escalations effectively to uphold customer satisfaction levels.
Advanced knowledge of IT service management principles and familiarity with ITIL and NIST frameworks.
Desirable certifications include Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation, or Security+.
Compensation
Salary will be determined based on experience.
Culture, Career Opportunities, and Benefits
We nurture teams that strive for continuous improvement every day, with opportunities for personal and professional growth. Our environment balances autonomy and structure to foster creativity and new ideas. Some special initiatives within our culture include Second Fridays (company-wide day off), comprehensive benefit coverage, generous paid parental leave, dedicated employee-focused ambassadors, and various wellbeing resources and initiatives.
Our Core Values
At Keyfactor, our core values guide our business practices and guide our search for team members who embody them:
Trust is our priority, where honesty and openness are paramount in our customer interactions.
Customers are at the heart of everything we do, with a focus on prioritizing their security interests.
Innovation never stops, and we are committed to staying ahead of the curve.
We deliver with agility, adapting to changes while pursuing strategic goals.
United by respect, promoting diversity, inclusivity, equity, empathy, and openness.
Teams drive our success, as collective efforts are crucial in achieving our vision and goals.
Keyfactor is an equal opportunity employer.
REASONABLE ACCOMMODATION: Applicants with disabilities can contact Keyfactor’s People team to request and arrange accommodations at any time via email or telephone.
Our aim is to establish a trusted, connected society with a focus on identity-first security for both humans and machines. Keyfactor assists organizations in rapidly establishing and maintaining digital trust on a large scale. With a wealth of cybersecurity expertise, we have gained the trust of over 1,500 companies globally. As a consistently recognized Best Place to Work, we attribute our success to our exceptional team that nurtures our culture as we expand. Consider investing in your future with Keyfactor!
Location: Remote, United States
Experience: M2
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
The Customer Support Manager is responsible for overseeing support operations on a regional or global scale for a designated support tier (Tier 1, 2, or 3). This role involves ensuring high-quality service, managing escalations, collaborating internally, and driving continuous improvement within the support service.
The position is open to individuals based in the USA, with candidates required to hold US citizenship or permanent resident status.
Job Responsibilities
Lead, mentor, and manage a team of customer support team leads and engineers, promoting a culture of excellence and professional development.
Enhance team capabilities through training, coaching, and ongoing professional growth opportunities.
Conduct regular performance assessments, offer constructive feedback, and devise detailed development plans.
Supervise support service delivery to maintain compliance with SLAs and high levels of customer satisfaction.
Manage critical customer escalations to ensure timely resolutions along with clear and proactive customer communication.
Collaborate effectively with support tiers, product development, and engineering teams for swift escalation and resolution of customer-related issues.
Partner with sales and customer success teams to align support efforts with customer requirements and organizational objectives.
Provide strategic insights to internal stakeholders for product enhancements and operational process optimizations.
Develop robust escalation management processes to efficiently address critical customer matters.
Coordinate with global support teams to deliver consistent and effective resolution of escalations across various regions.
Maintain transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
Contribute to the establishment, maintenance, and improvement of a comprehensive knowledge base for technical insights and SOPs.
Foster knowledge sharing and continuous learning within the support team to enhance operational efficiency and effectiveness.
Support initiatives focused on optimizing the knowledge management system for improved accessibility and usability.
Analyze and report on case trends and metrics to identify areas for improvement and drive operational excellence.
Manage case assignments and team availability to meet workload demands and SLA targets effectively.
Lead cross-departmental escalations of key cases to ensure prompt and efficient resolution.
Minimum Qualifications, Education, and Skills
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Extensive experience in customer support, including leading senior technical teams and junior support leaders.
Proficiency in cryptography and PKI solutions is preferred.
Demonstrated ability to manage complex projects and handle multiple priorities systematically.
Proven track record of managing global teams and intricate support operations.
Strong analytical skills and experience in support metrics and data analysis.
Strategic thinking capability with a focus on driving continuous improvement.
Exceptional leadership and decision-making skills.
Proficiency in managing escalations effectively to uphold customer satisfaction levels.
Advanced knowledge of IT service management principles and familiarity with ITIL and NIST frameworks.
Desirable certifications include Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation, or Security+.
Compensation
Salary will be determined based on experience.
Culture, Career Opportunities, and Benefits
We nurture teams that strive for continuous improvement every day, with opportunities for personal and professional growth. Our environment balances autonomy and structure to foster creativity and new ideas. Some special initiatives within our culture include Second Fridays (company-wide day off), comprehensive benefit coverage, generous paid parental leave, dedicated employee-focused ambassadors, and various wellbeing resources and initiatives.
Our Core Values
At Keyfactor, our core values guide our business practices and guide our search for team members who embody them:
Trust is our priority, where honesty and openness are paramount in our customer interactions.
Customers are at the heart of everything we do, with a focus on prioritizing their security interests.
Innovation never stops, and we are committed to staying ahead of the curve.
We deliver with agility, adapting to changes while pursuing strategic goals.
United by respect, promoting diversity, inclusivity, equity, empathy, and openness.
Teams drive our success, as collective efforts are crucial in achieving our vision and goals.
Keyfactor is an equal opportunity employer.
REASONABLE ACCOMMODATION: Applicants with disabilities can contact Keyfactor’s People team to request and arrange accommodations at any time via email or telephone.
Keyfactor
Solutions Architect
United Kingdom
United Kingdom
Full time
Remote
About Keyfactor
Our objective is to create a connected society based on trust, ensuring identity-first security for every human and machine. Keyfactor facilitates rapid establishment and maintenance of digital trust at a large scale. With extensive experience in cybersecurity, Keyfactor is the trusted choice of over 1,500 global companies. We take pride in consistently being recognized as a Best Place to Work, attributed to our exceptional team members who actively foster our culture. Join Keyfactor for a promising future!
Location:
This is a remote position based in the United Kingdom or Stockholm, Sweden.
Experience Level:
IC3
Job Function:
Professional Services
Employment Type:
Full-time, Permanent
Industry:
Computer & Network Security
Job Summary:
As the Solutions Architect, you will spearhead intricate solution deployment projects for enterprise clients. Acting as a reliable advisor, you will offer expert counsel on technical matters and recommend best practices. Furthermore, you will play a pivotal role in enhancing processes and methodologies, mentoring junior staff, and ensuring top-tier service delivery.
Key Requirements:
Currently residing in the UK or Sweden with the legal Right to Work.
Bachelor's degree in Computer Science, Information Technology, or equivalent field.
Extensive technical knowledge gained from a technical, MSP, or software consulting role.
Proficiency in industry standards, operational protocols, and advanced methodologies.
Solid grasp of core networking and infrastructure fundamentals.
Familiarity with Active Directory Certificate Services & Active Directory Federation Services.
Experience with Unix/Linux as well as scripting using tools like SQL, PowerShell, etc.
Understanding of Public-Key Infrastructure (PKI), digital certificates, and cryptography.
Exposure to business application suites such as Microsoft 365.
Ability to lead small projects, think innovatively within the role, and offer guidance to colleagues.
Compensation:
Salary package commensurate with experience.
Culture, Career Growth, and Benefits:
We foster a culture of continuous improvement, challenging you daily to reach new heights personally and professionally. Our environment balances autonomy and structure to encourage entrepreneurial thinking and stimulate innovation.
Some of our key initiatives include the following:
Second Fridays off each month for all employees.
Comprehensive benefits package for you and your dependents (US).
Generous paid parental leave benefit (US).
Internal Employee Ambassadors through Key Contributors & Culture Committees.
Emphasize diversity and inclusivity through the DIVERSE Commitment program.
Support for Diversity, Equity, Inclusion, and Belonging (DEIB) efforts.
Health and wellness resources, wellness allowance, and mindfulness app membership.
Participation in Global Volunteer Day and company-sponsored nonprofit initiatives.
Unlimited time off for US employees, competitive time-off benefits globally.
Regular monthly Talent development and Cross Functional meetings for development.
Regular All Hands meetings followed by team gatherings.
Core Values:
Our business philosophy is deeply rooted in a set of core values that guide us in everyday operations:
Trust: Integrity and trustworthiness are the cornerstone of our business interactions.
Customers: We operate with a customer-centric approach, placing their security needs first.
Innovation: We stay ahead of the innovation curve, continuously adapting to change.
Agility: Operate with agility in fast-paced, evolving environments to achieve strategic goals.
Respect: Embrace diversity, equity, and practice empathy and openness in all interactions.
Teamwork: Accomplish collective goals as a cohesive team, fostering partnerships and success.
Keyfactor is an equal opportunity employer welcoming diversity in our workforce.
REASONABLE ACCOMMODATION: Applicants with disabilities can contact our People team for accommodation needs.
Our objective is to create a connected society based on trust, ensuring identity-first security for every human and machine. Keyfactor facilitates rapid establishment and maintenance of digital trust at a large scale. With extensive experience in cybersecurity, Keyfactor is the trusted choice of over 1,500 global companies. We take pride in consistently being recognized as a Best Place to Work, attributed to our exceptional team members who actively foster our culture. Join Keyfactor for a promising future!
Location:
This is a remote position based in the United Kingdom or Stockholm, Sweden.
Experience Level:
IC3
Job Function:
Professional Services
Employment Type:
Full-time, Permanent
Industry:
Computer & Network Security
Job Summary:
As the Solutions Architect, you will spearhead intricate solution deployment projects for enterprise clients. Acting as a reliable advisor, you will offer expert counsel on technical matters and recommend best practices. Furthermore, you will play a pivotal role in enhancing processes and methodologies, mentoring junior staff, and ensuring top-tier service delivery.
Key Requirements:
Currently residing in the UK or Sweden with the legal Right to Work.
Bachelor's degree in Computer Science, Information Technology, or equivalent field.
Extensive technical knowledge gained from a technical, MSP, or software consulting role.
Proficiency in industry standards, operational protocols, and advanced methodologies.
Solid grasp of core networking and infrastructure fundamentals.
Familiarity with Active Directory Certificate Services & Active Directory Federation Services.
Experience with Unix/Linux as well as scripting using tools like SQL, PowerShell, etc.
Understanding of Public-Key Infrastructure (PKI), digital certificates, and cryptography.
Exposure to business application suites such as Microsoft 365.
Ability to lead small projects, think innovatively within the role, and offer guidance to colleagues.
Compensation:
Salary package commensurate with experience.
Culture, Career Growth, and Benefits:
We foster a culture of continuous improvement, challenging you daily to reach new heights personally and professionally. Our environment balances autonomy and structure to encourage entrepreneurial thinking and stimulate innovation.
Some of our key initiatives include the following:
Second Fridays off each month for all employees.
Comprehensive benefits package for you and your dependents (US).
Generous paid parental leave benefit (US).
Internal Employee Ambassadors through Key Contributors & Culture Committees.
Emphasize diversity and inclusivity through the DIVERSE Commitment program.
Support for Diversity, Equity, Inclusion, and Belonging (DEIB) efforts.
Health and wellness resources, wellness allowance, and mindfulness app membership.
Participation in Global Volunteer Day and company-sponsored nonprofit initiatives.
Unlimited time off for US employees, competitive time-off benefits globally.
Regular monthly Talent development and Cross Functional meetings for development.
Regular All Hands meetings followed by team gatherings.
Core Values:
Our business philosophy is deeply rooted in a set of core values that guide us in everyday operations:
Trust: Integrity and trustworthiness are the cornerstone of our business interactions.
Customers: We operate with a customer-centric approach, placing their security needs first.
Innovation: We stay ahead of the innovation curve, continuously adapting to change.
Agility: Operate with agility in fast-paced, evolving environments to achieve strategic goals.
Respect: Embrace diversity, equity, and practice empathy and openness in all interactions.
Teamwork: Accomplish collective goals as a cohesive team, fostering partnerships and success.
Keyfactor is an equal opportunity employer welcoming diversity in our workforce.
REASONABLE ACCOMMODATION: Applicants with disabilities can contact our People team for accommodation needs.
Keyfactor
Information Security Engineer
United States
United States
Full time
Remote
About Keyfactor
Our focus is on creating a connected society built on trust, with security at the forefront for every individual and machine. Keyfactor is dedicated to helping organizations establish and maintain digital trust efficiently on a large scale. We have a wealth of cybersecurity experience, serving over 1,500 global companies. Recognized as a top workplace, our exceptional team drives our culture as we expand. Trust your future with Keyfactor!
Location: United States; Remote
Experience Level: Mid-Level
Job Function: IT Compliance
Employment Type: Full-Time
Industry: Computer Network & Security
Job Summary
We are looking for an Information Security Engineer proficient in implementing and managing general information security frameworks, including ISO 27001:2022 and SOC 2 Type II. Preferably, candidates should have experience with government compliance frameworks like FedRAMP and CMMC. This role entails designing, maintaining, and enhancing our security infrastructure for regulatory compliance and continuous monitoring. The ideal candidate will be pivotal in securing the organization's data and systems while ensuring adherence to evolving security standards.
Responsibilities
Evaluate vulnerabilities, conduct system audits, and analyze risks using standard scanning tools to maintain a proactive security stance.
Oversee and execute continuous monitoring processes to ensure compliance with various information security frameworks. Emphasis on ISO 27001:2022 and SOC 2 Type II, with a preference for expertise in FedRAMP (NIST SP 800-53) and CMMC. The role involves maintaining stringent security measures and adapting to evolving compliance standards.
Collaborate with IT, DevOps, Engineering, and Compliance departments to enforce security policies, procedures, and best practices.
Monitor and respond to security alerts and incidents, conducting investigations, incident handling, and proposing necessary corrective measures.
Provide expert advice on security issues to support secure operations and development.
Aid in creating, managing, and revising security documentation including System Security Plans (SSPs) and Plan of Actions & Milestones (POA&Ms) required for FedRAMP.
Implement and validate Security Technical Implementation Guides (STIGs) and federal guidelines for securing systems across various platforms and technologies.
Minimum Qualifications
5+ years in information security or a related field
Proficiency in vulnerability scanning tools and interpretation of scan results for remediation.
Strong grasp of security standards and practices
Experience in continuous monitoring, network security, firewalls, VPNs, IDS/IPS, and endpoint protection.
Excellent analytical skills and a methodical problem-solving approach
Demonstrated ability to deliver on schedule
Preferred certifications such as CISSP, CompTIA Security+, or CAP
Familiarity with cloud security principles
Experience with security automation tools and continuous monitoring
Knowledge of Public Key Infrastructure (PKI) would be beneficial
Proficiency in scripting languages (Python, PowerShell) for automating security processes
Familiarity with STIG configuration and implementation practices across diverse environments
Expertise in government-related InfoSec compliance frameworks like NIST 800-53, NIST 800-171
Experience in government-regulated environments (AWS GovCloud, Azure Government) is advantageous
Level of Authority
Limited decision-making authority that involves operational tasks and seeking guidance for significant changes or actions from more experienced team members or supervisors.
Travel Requirements
Up to 10% travel anticipated.
Compensation
Salary to be aligned with experience level.
Culture, Career Opportunities, and Benefits
We foster a culture of continuous improvement and growth, challenging you to develop personally and professionally every day. With a blend of freedom and structure, we encourage creativity and innovation in an entrepreneurial setting. Our unique initiatives include company-wide days off, comprehensive benefits, paid parental leave, employee-focused programs, commitment to diversity and inclusion, wellness resources, volunteering opportunities, and ample professional development support.
Core Values
We operate based on core values critical to our business and integral in every team member:
Trust: Integrity and trustworthiness are fundamental to every aspect of our business.
Customers: Guided by a customer-centric approach focused on their security interests.
Innovation: Committed to staying ahead of the innovation curve through investment and focus.
Agility: Thrive in dynamic environments, driving towards strategic goals amidst change.
Respect: Unified by respect, promoting diversity, inclusivity, equity, empathy, and openness.
Teamwork: Achieving shared goals through teamwork, partnerships, and unity.
Keyfactor is proud to be an equal opportunity employer. If applicants require accommodations due to disabilities, they can contact our People team.
Our focus is on creating a connected society built on trust, with security at the forefront for every individual and machine. Keyfactor is dedicated to helping organizations establish and maintain digital trust efficiently on a large scale. We have a wealth of cybersecurity experience, serving over 1,500 global companies. Recognized as a top workplace, our exceptional team drives our culture as we expand. Trust your future with Keyfactor!
Location: United States; Remote
Experience Level: Mid-Level
Job Function: IT Compliance
Employment Type: Full-Time
Industry: Computer Network & Security
Job Summary
We are looking for an Information Security Engineer proficient in implementing and managing general information security frameworks, including ISO 27001:2022 and SOC 2 Type II. Preferably, candidates should have experience with government compliance frameworks like FedRAMP and CMMC. This role entails designing, maintaining, and enhancing our security infrastructure for regulatory compliance and continuous monitoring. The ideal candidate will be pivotal in securing the organization's data and systems while ensuring adherence to evolving security standards.
Responsibilities
Evaluate vulnerabilities, conduct system audits, and analyze risks using standard scanning tools to maintain a proactive security stance.
Oversee and execute continuous monitoring processes to ensure compliance with various information security frameworks. Emphasis on ISO 27001:2022 and SOC 2 Type II, with a preference for expertise in FedRAMP (NIST SP 800-53) and CMMC. The role involves maintaining stringent security measures and adapting to evolving compliance standards.
Collaborate with IT, DevOps, Engineering, and Compliance departments to enforce security policies, procedures, and best practices.
Monitor and respond to security alerts and incidents, conducting investigations, incident handling, and proposing necessary corrective measures.
Provide expert advice on security issues to support secure operations and development.
Aid in creating, managing, and revising security documentation including System Security Plans (SSPs) and Plan of Actions & Milestones (POA&Ms) required for FedRAMP.
Implement and validate Security Technical Implementation Guides (STIGs) and federal guidelines for securing systems across various platforms and technologies.
Minimum Qualifications
5+ years in information security or a related field
Proficiency in vulnerability scanning tools and interpretation of scan results for remediation.
Strong grasp of security standards and practices
Experience in continuous monitoring, network security, firewalls, VPNs, IDS/IPS, and endpoint protection.
Excellent analytical skills and a methodical problem-solving approach
Demonstrated ability to deliver on schedule
Preferred certifications such as CISSP, CompTIA Security+, or CAP
Familiarity with cloud security principles
Experience with security automation tools and continuous monitoring
Knowledge of Public Key Infrastructure (PKI) would be beneficial
Proficiency in scripting languages (Python, PowerShell) for automating security processes
Familiarity with STIG configuration and implementation practices across diverse environments
Expertise in government-related InfoSec compliance frameworks like NIST 800-53, NIST 800-171
Experience in government-regulated environments (AWS GovCloud, Azure Government) is advantageous
Level of Authority
Limited decision-making authority that involves operational tasks and seeking guidance for significant changes or actions from more experienced team members or supervisors.
Travel Requirements
Up to 10% travel anticipated.
Compensation
Salary to be aligned with experience level.
Culture, Career Opportunities, and Benefits
We foster a culture of continuous improvement and growth, challenging you to develop personally and professionally every day. With a blend of freedom and structure, we encourage creativity and innovation in an entrepreneurial setting. Our unique initiatives include company-wide days off, comprehensive benefits, paid parental leave, employee-focused programs, commitment to diversity and inclusion, wellness resources, volunteering opportunities, and ample professional development support.
Core Values
We operate based on core values critical to our business and integral in every team member:
Trust: Integrity and trustworthiness are fundamental to every aspect of our business.
Customers: Guided by a customer-centric approach focused on their security interests.
Innovation: Committed to staying ahead of the innovation curve through investment and focus.
Agility: Thrive in dynamic environments, driving towards strategic goals amidst change.
Respect: Unified by respect, promoting diversity, inclusivity, equity, empathy, and openness.
Teamwork: Achieving shared goals through teamwork, partnerships, and unity.
Keyfactor is proud to be an equal opportunity employer. If applicants require accommodations due to disabilities, they can contact our People team.
Keyfactor
Manager, Customer Support Operations
United Kingdom
United Kingdom
Full time
Remote
About Keyfactor
Our goal is to create a connected society built on trust, with a focus on security for both machines and humans. Keyfactor specializes in helping organizations establish and maintain digital trust at scale. With a wealth of experience in cybersecurity, we have built trust with over 1,500 companies worldwide. We are dedicated to fostering a great workplace environment and are consistently recognized as a Best Place to Work.
Location: The position can be performed remotely in the United States or the United Kingdom.
Experience Level: M2
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
As the Manager of Customer Support Operations, you will play a crucial leadership role within the Support Team. Your responsibilities will include overseeing technical training, enablement, and process operations to ensure the efficiency and effectiveness of the Support Team's functions. You will drive strategic initiatives aimed at improving performance and enhancing customer satisfaction.
Responsibilities
Collaborate with various teams such as Sales, Product Development, and Customer Success to align processes and initiatives.
Analyze key performance indicators to evaluate the effectiveness of training programs and operational processes, providing data-driven recommendations for enhancement.
Manage project plans for internal initiatives, track progress, and coordinate team efforts.
Conduct in-depth root cause analyses for support escalations, identify trends, and implement measures to prevent recurrence.
Develop and implement comprehensive technical and non-technical training programs for the Support Team in alignment with organizational goals and customer needs.
Lead training sessions, workshops, and knowledge-sharing activities to enhance the skills of Support Team members.
Create and maintain documentation, training materials, and best practices guides for ongoing learning and development within the team.
Define standardized processes and procedures for incident resolution, escalation management, and customer interactions within the Support Team.
Drive continuous improvement efforts across the team to streamline workflows, optimize resource allocation, and improve customer satisfaction.
Act as the main point of contact for strategic initiatives within the Support Team, providing leadership to ensure successful outcomes.
Take ownership of optimizing support software and tools, particularly the ticketing system.
Minimum Qualifications, Education and Skills
Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
Extensive experience in customer support operations, leading cross-functional optimization and enablement initiatives.
Preferably, familiarity with Cryptography and PKI solutions.
Demonstrated project management skills, including managing complex projects and multiple priorities.
Strong leadership experience leading cross-functional teams and driving successful strategic initiatives.
Proficiency in data analysis with a strong analytical mindset.
Familiarity with Support and CRM tools such as ticketing systems and workforce management.
Deep knowledge of IT service management principles, ITIL, and NIST frameworks.
Professional or Technical certification in support frameworks, such as ITIL foundation and Zendesk Support Administrator Expert.
Effective communication, negotiation skills, and the ability to collaborate in cross-functional teams.
Compensation
Salary will be based on experience levels.
Culture, Career Opportunities and Benefits
We foster an environment where each team member is encouraged to constantly improve. You will face challenges daily, with opportunities for personal and professional growth. We provide a balance of autonomy and structure to inspire creativity and innovative ideas.
Here are some key aspects of our culture:
Second Fridays off every month for the entire company.
Comprehensive benefits coverage provided for you and your dependents in the US.
Generous paid parental leave in the US.
Employee-focused ambassadors through Key Contributors & Culture Committees.
Commitment to diversity and inclusivity.
Wellness resources, wellness allowance, and wellness programs.
Global Volunteer Day, company non-profit matching, and volunteer time off.
Unlimited time off in the US and competitive time off globally.
Regular talent development and cross-functional meetings for professional growth.
Regular All Hands meetings followed by team gatherings.
Our Core Values
At Keyfactor, our core values drive how we operate, and we seek team members who align with these values:
Trust: Delivering security solutions based on trust and openness.
Customers: Putting customers at the forefront in all our endeavors.
Innovation: Commitment to staying ahead of the curve through innovation.
Agility: Thriving in dynamic environments and adjusting to meet strategic goals.
Respect: Promoting diversity, inclusivity, equity, empathy, and openness.
Teamwork: Achieving goals through teamwork and collaboration.
Keyfactor is an equal opportunity employer, and accommodations are available for applicants with disabilities upon request.
Our goal is to create a connected society built on trust, with a focus on security for both machines and humans. Keyfactor specializes in helping organizations establish and maintain digital trust at scale. With a wealth of experience in cybersecurity, we have built trust with over 1,500 companies worldwide. We are dedicated to fostering a great workplace environment and are consistently recognized as a Best Place to Work.
Location: The position can be performed remotely in the United States or the United Kingdom.
Experience Level: M2
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
As the Manager of Customer Support Operations, you will play a crucial leadership role within the Support Team. Your responsibilities will include overseeing technical training, enablement, and process operations to ensure the efficiency and effectiveness of the Support Team's functions. You will drive strategic initiatives aimed at improving performance and enhancing customer satisfaction.
Responsibilities
Collaborate with various teams such as Sales, Product Development, and Customer Success to align processes and initiatives.
Analyze key performance indicators to evaluate the effectiveness of training programs and operational processes, providing data-driven recommendations for enhancement.
Manage project plans for internal initiatives, track progress, and coordinate team efforts.
Conduct in-depth root cause analyses for support escalations, identify trends, and implement measures to prevent recurrence.
Develop and implement comprehensive technical and non-technical training programs for the Support Team in alignment with organizational goals and customer needs.
Lead training sessions, workshops, and knowledge-sharing activities to enhance the skills of Support Team members.
Create and maintain documentation, training materials, and best practices guides for ongoing learning and development within the team.
Define standardized processes and procedures for incident resolution, escalation management, and customer interactions within the Support Team.
Drive continuous improvement efforts across the team to streamline workflows, optimize resource allocation, and improve customer satisfaction.
Act as the main point of contact for strategic initiatives within the Support Team, providing leadership to ensure successful outcomes.
Take ownership of optimizing support software and tools, particularly the ticketing system.
Minimum Qualifications, Education and Skills
Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
Extensive experience in customer support operations, leading cross-functional optimization and enablement initiatives.
Preferably, familiarity with Cryptography and PKI solutions.
Demonstrated project management skills, including managing complex projects and multiple priorities.
Strong leadership experience leading cross-functional teams and driving successful strategic initiatives.
Proficiency in data analysis with a strong analytical mindset.
Familiarity with Support and CRM tools such as ticketing systems and workforce management.
Deep knowledge of IT service management principles, ITIL, and NIST frameworks.
Professional or Technical certification in support frameworks, such as ITIL foundation and Zendesk Support Administrator Expert.
Effective communication, negotiation skills, and the ability to collaborate in cross-functional teams.
Compensation
Salary will be based on experience levels.
Culture, Career Opportunities and Benefits
We foster an environment where each team member is encouraged to constantly improve. You will face challenges daily, with opportunities for personal and professional growth. We provide a balance of autonomy and structure to inspire creativity and innovative ideas.
Here are some key aspects of our culture:
Second Fridays off every month for the entire company.
Comprehensive benefits coverage provided for you and your dependents in the US.
Generous paid parental leave in the US.
Employee-focused ambassadors through Key Contributors & Culture Committees.
Commitment to diversity and inclusivity.
Wellness resources, wellness allowance, and wellness programs.
Global Volunteer Day, company non-profit matching, and volunteer time off.
Unlimited time off in the US and competitive time off globally.
Regular talent development and cross-functional meetings for professional growth.
Regular All Hands meetings followed by team gatherings.
Our Core Values
At Keyfactor, our core values drive how we operate, and we seek team members who align with these values:
Trust: Delivering security solutions based on trust and openness.
Customers: Putting customers at the forefront in all our endeavors.
Innovation: Commitment to staying ahead of the curve through innovation.
Agility: Thriving in dynamic environments and adjusting to meet strategic goals.
Respect: Promoting diversity, inclusivity, equity, empathy, and openness.
Teamwork: Achieving goals through teamwork and collaboration.
Keyfactor is an equal opportunity employer, and accommodations are available for applicants with disabilities upon request.
Keyfactor
Senior Solutions Architect
Estes Park, United States +1
Estes Park, United States +1
Full time
Remote
About Keyfactor
Our core mission is to create a connected society emphasizing trust through identity-first security for both machines and humans. Keyfactor is dedicated to helping organizations swiftly establish and sustain digital trust on a large scale. With a wealth of cybersecurity experience, Keyfactor has gained the trust of over 1,500 companies globally. Our commitment to being a Best Place to Work is endorsed by our exceptional employees who nurture our culture as we expand. We invite you to entrust your future to Keyfactor.
Location: United States; Remote, EST or CST
Experience: Mid-Senior Level
Job Function: Professional Services
Employment Type: Full-Time
Industry: Computer & Network Security
Travel Requirements: Less than 25%
About The Position
The role of Senior Solutions Architect entails guiding Keyfactor’s enterprise customers through the implementation and integration of Keyfactor’s solutions into their infrastructure and applications. This involves direct collaboration with customers to install software components and address arising issues. This position will work alongside other stakeholders in the business to contribute to the product’s strategic roadmap and support the managed services department.
Responsibilities
Assist customers in designing, implementing, and maximizing Keyfactor solutions by:
Collaborating with Keyfactor Sales to ensure delivery of optimal solutions
Leading design workshops with customers and documenting solution designs for approval
Ensuring customers are prepared to fully utilize Keyfactor solutions
Serve as the primary technical point of contact in the efficient and effective delivery of Keyfactor solutions by:
Implementing solutions in a collaborative manner to enhance adoption rate
Addressing customer requests promptly and to their satisfaction
Identifying and mitigating risks related to technical solution design or client sentiment
Collaborate with internal teams to drive continuous improvement by:
Working with Keyfactor Product teams to identify new features and report bugs
Actively contributing to enhancing service delivery processes and methodologies by addressing challenges, suggesting solutions, and promoting new initiatives
Mentoring and providing technical guidance to junior team members
Disseminating knowledge gained during customer solution implementation across Professional Services
Enhancing team efficiency by documenting common architectures and solutions
Skills & Qualifications
Required minimum 5 – 7 years of experience in customer-facing technical roles within large enterprise IT environments
Strong communication skills at both technical and business levels
Flexibility to thrive in a dynamic, rapidly growing company
Advanced time management and prioritization abilities
Proven track record in managing complex technical projects and addressing critical customer issues
Technical Competencies:
Familiarity with Public-Key Infrastructure (PKI), digital certificates, and cryptography
Experience in deploying and configuring Enterprise Certificate Authorities
Knowledge of DevOps and automation tools (such as Ansible, Bash, Jenkins, Puppet)
Proficiency in Java Application Servers (JBoss, Wildfly) and Relational Database Servers (e.g., MySQL, MariaDB, MSSQL)
Advanced knowledge of Linux operating systems, networking, and IT security principles
Ability to troubleshoot technical issues methodically and efficiently
Proficiency in containerization platforms (e.g., Kubernetes, Docker) with experience deploying applications using YAML
Willingness to learn new languages, technologies, and APIs as required to meet customer needs
Bonus Skills:
Knowledge of EJBCA
Proficient in Microsoft tools for advanced scripting development (e.g., SQL, PowerShell)
Experience with Windows Server operating systems
Comprehensive understanding of Active Directory Certificate Services & Active Directory Federation Services
Familiarity with authentication protocols like Kerberos, security certifications, and security clearance
Compensation
Salary to be determined according to experience.
Culture, Career Opportunities and Benefits
We foster teams dedicated to continuous improvement. You will face daily challenges and have ample opportunities for personal and professional growth in an entrepreneurial environment that encourages creativity and innovation.
Key initiatives that enhance our culture include:
Monthly "Second Fridays" off
Comprehensive benefit coverage for you and your dependents
Generous paid parental leave
Employee-focused initiatives like Key Contributors & Culture Committees
DIVERSE Commitment promoting inclusivity and diversity
Wellbeing resources, wellness allowance, and wellness programs
Global Volunteer Day, non-profit matching, and volunteer days off
Unlimited time off (US) and competitive time off around the world
Talent development and Cross Functional meetings for professional growth
Regular All Hands meetings followed by group activities
Core Values
Our fundamental values are integral to our business operations and guide our recruitment efforts:
Respect and trust are the cornerstones of our business ethics, emphasizing openness and honesty
Customer-centricity is our guiding model, prioritizing the security interests of our clients
Continuous innovation is vital to staying ahead in a rapidly changing environment
We operate with agility, adapting to change while remaining focused on strategic goals
Respect unites us, fostering diversity, inclusivity, and empathy in all endeavors
Teamwork drives our success, emphasizing collaboration and collective achievement
Keyfactor is an equal opportunity employer. Applicants with disabilities seeking accommodation can contact Keyfactor’s People team for assistance at any time.
Our core mission is to create a connected society emphasizing trust through identity-first security for both machines and humans. Keyfactor is dedicated to helping organizations swiftly establish and sustain digital trust on a large scale. With a wealth of cybersecurity experience, Keyfactor has gained the trust of over 1,500 companies globally. Our commitment to being a Best Place to Work is endorsed by our exceptional employees who nurture our culture as we expand. We invite you to entrust your future to Keyfactor.
Location: United States; Remote, EST or CST
Experience: Mid-Senior Level
Job Function: Professional Services
Employment Type: Full-Time
Industry: Computer & Network Security
Travel Requirements: Less than 25%
About The Position
The role of Senior Solutions Architect entails guiding Keyfactor’s enterprise customers through the implementation and integration of Keyfactor’s solutions into their infrastructure and applications. This involves direct collaboration with customers to install software components and address arising issues. This position will work alongside other stakeholders in the business to contribute to the product’s strategic roadmap and support the managed services department.
Responsibilities
Assist customers in designing, implementing, and maximizing Keyfactor solutions by:
Collaborating with Keyfactor Sales to ensure delivery of optimal solutions
Leading design workshops with customers and documenting solution designs for approval
Ensuring customers are prepared to fully utilize Keyfactor solutions
Serve as the primary technical point of contact in the efficient and effective delivery of Keyfactor solutions by:
Implementing solutions in a collaborative manner to enhance adoption rate
Addressing customer requests promptly and to their satisfaction
Identifying and mitigating risks related to technical solution design or client sentiment
Collaborate with internal teams to drive continuous improvement by:
Working with Keyfactor Product teams to identify new features and report bugs
Actively contributing to enhancing service delivery processes and methodologies by addressing challenges, suggesting solutions, and promoting new initiatives
Mentoring and providing technical guidance to junior team members
Disseminating knowledge gained during customer solution implementation across Professional Services
Enhancing team efficiency by documenting common architectures and solutions
Skills & Qualifications
Required minimum 5 – 7 years of experience in customer-facing technical roles within large enterprise IT environments
Strong communication skills at both technical and business levels
Flexibility to thrive in a dynamic, rapidly growing company
Advanced time management and prioritization abilities
Proven track record in managing complex technical projects and addressing critical customer issues
Technical Competencies:
Familiarity with Public-Key Infrastructure (PKI), digital certificates, and cryptography
Experience in deploying and configuring Enterprise Certificate Authorities
Knowledge of DevOps and automation tools (such as Ansible, Bash, Jenkins, Puppet)
Proficiency in Java Application Servers (JBoss, Wildfly) and Relational Database Servers (e.g., MySQL, MariaDB, MSSQL)
Advanced knowledge of Linux operating systems, networking, and IT security principles
Ability to troubleshoot technical issues methodically and efficiently
Proficiency in containerization platforms (e.g., Kubernetes, Docker) with experience deploying applications using YAML
Willingness to learn new languages, technologies, and APIs as required to meet customer needs
Bonus Skills:
Knowledge of EJBCA
Proficient in Microsoft tools for advanced scripting development (e.g., SQL, PowerShell)
Experience with Windows Server operating systems
Comprehensive understanding of Active Directory Certificate Services & Active Directory Federation Services
Familiarity with authentication protocols like Kerberos, security certifications, and security clearance
Compensation
Salary to be determined according to experience.
Culture, Career Opportunities and Benefits
We foster teams dedicated to continuous improvement. You will face daily challenges and have ample opportunities for personal and professional growth in an entrepreneurial environment that encourages creativity and innovation.
Key initiatives that enhance our culture include:
Monthly "Second Fridays" off
Comprehensive benefit coverage for you and your dependents
Generous paid parental leave
Employee-focused initiatives like Key Contributors & Culture Committees
DIVERSE Commitment promoting inclusivity and diversity
Wellbeing resources, wellness allowance, and wellness programs
Global Volunteer Day, non-profit matching, and volunteer days off
Unlimited time off (US) and competitive time off around the world
Talent development and Cross Functional meetings for professional growth
Regular All Hands meetings followed by group activities
Core Values
Our fundamental values are integral to our business operations and guide our recruitment efforts:
Respect and trust are the cornerstones of our business ethics, emphasizing openness and honesty
Customer-centricity is our guiding model, prioritizing the security interests of our clients
Continuous innovation is vital to staying ahead in a rapidly changing environment
We operate with agility, adapting to change while remaining focused on strategic goals
Respect unites us, fostering diversity, inclusivity, and empathy in all endeavors
Teamwork drives our success, emphasizing collaboration and collective achievement
Keyfactor is an equal opportunity employer. Applicants with disabilities seeking accommodation can contact Keyfactor’s People team for assistance at any time.
Keyfactor
Sales Director, Pacific Northwest
United States
United States
Full time
Office
About Keyfactor
Our focus is on creating a connected society rooted in trust, with a priority on identity-first security for both machines and humans. Keyfactor is dedicated to helping organizations establish and maintain digital trust on a large scale. With extensive experience in cybersecurity, we have earned the trust of over 1,500 companies globally. We pride ourselves on being recognized as a Best Place to Work, attributed to our exceptional team that nurtures our culture as we expand. Join Keyfactor today and put trust in your future!
Location
United States; Pacific Northwest
Experience
Senior Level
Job Function
Direct Sales
Employment Type
Full-time
Industry
Computer and Network Security
About the Role
Keyfactor is growing and seeking a motivated, professional Sales Director to join our Pacific Northwest team. In this role, Sales Directors engage in high-level consultative interactions, engaging with senior executives to promote Keyfactor's products and services to potential clients. The successful candidate will excel in forming and maintaining relationships with key decision-makers and demonstrate a track record of securing business across mid-market to enterprise commercial corporate accounts.
Keyfactor is a leader in digital identity management solutions for data, devices, and applications. Our product suite aids customers in streamlining and scaling the issuance, deployment, and management of trusted digital identities.
Responsible for:
Conducting meetings and finalizing deals in mid-market to enterprise commercial corporate accounts.
Cultivating new accounts while nurturing and prolonging successful relationships with key decision-makers, including those at the C-level.
Achieving and surpassing sales bookings quota expectations.
Expanding product usage with existing customers, cross-selling and upselling products.
Meeting and exceeding account penetration targets for assigned territory and specified accounts.
Developing knowledge about products, market trends, and competitors.
Efficiently managing the sales pipeline in accordance with conversion expectations.
Maintaining and managing opportunities in Salesforce.
Generating precise monthly and quarterly bookings forecasts.
Collaborating closely with channels and key alliances to establish traction within the territory.
Skills and Qualifications
At least 10 years of successful experience in developing IT sales opportunities and closing enterprise accounts, particularly within the Security sector. Preference for candidates with solid knowledge of Key Accounts within the region and relationships with Enterprise Market VARS.
Compensation
Salary aligns with experience.
Culture, Career Growth, and Benefits
We cultivate teams committed to continuous improvement. Challenge yourself daily and embrace opportunities for personal and professional growth. We foster an entrepreneurial setting that strikes a balance between autonomy and structure, fueling creativity and innovation.
Initiatives fostering our unique culture include:
Second Fridays off monthly
Full benefit coverage paid by the company for you and your dependents (in the U.S.)
Generous paid parental leave (in the U.S.)
Employee-focused ambassadors via Key Contributors & Culture Committees
Commitment to diversity and inclusivity
Resources for well-being, wellness allowance, and mindfulness app membership
Global Volunteer Day, company non-profit matching, and volunteer days off
Unlimited time off (in the U.S.) and competitive leave globally
Monthly talent development and cross-functional meetings for professional growth
Regular All Hands meetings followed by group gatherings
Our Core Values
Trust, Customer-Centricity, Innovation, Agility, Respect, and Teamwork are our guiding principles. Join Keyfactor, an equal opportunity employer.
Reasonable Accommodation
Applicants with disabilities can contact our People team for accommodations.
Our focus is on creating a connected society rooted in trust, with a priority on identity-first security for both machines and humans. Keyfactor is dedicated to helping organizations establish and maintain digital trust on a large scale. With extensive experience in cybersecurity, we have earned the trust of over 1,500 companies globally. We pride ourselves on being recognized as a Best Place to Work, attributed to our exceptional team that nurtures our culture as we expand. Join Keyfactor today and put trust in your future!
Location
United States; Pacific Northwest
Experience
Senior Level
Job Function
Direct Sales
Employment Type
Full-time
Industry
Computer and Network Security
About the Role
Keyfactor is growing and seeking a motivated, professional Sales Director to join our Pacific Northwest team. In this role, Sales Directors engage in high-level consultative interactions, engaging with senior executives to promote Keyfactor's products and services to potential clients. The successful candidate will excel in forming and maintaining relationships with key decision-makers and demonstrate a track record of securing business across mid-market to enterprise commercial corporate accounts.
Keyfactor is a leader in digital identity management solutions for data, devices, and applications. Our product suite aids customers in streamlining and scaling the issuance, deployment, and management of trusted digital identities.
Responsible for:
Conducting meetings and finalizing deals in mid-market to enterprise commercial corporate accounts.
Cultivating new accounts while nurturing and prolonging successful relationships with key decision-makers, including those at the C-level.
Achieving and surpassing sales bookings quota expectations.
Expanding product usage with existing customers, cross-selling and upselling products.
Meeting and exceeding account penetration targets for assigned territory and specified accounts.
Developing knowledge about products, market trends, and competitors.
Efficiently managing the sales pipeline in accordance with conversion expectations.
Maintaining and managing opportunities in Salesforce.
Generating precise monthly and quarterly bookings forecasts.
Collaborating closely with channels and key alliances to establish traction within the territory.
Skills and Qualifications
At least 10 years of successful experience in developing IT sales opportunities and closing enterprise accounts, particularly within the Security sector. Preference for candidates with solid knowledge of Key Accounts within the region and relationships with Enterprise Market VARS.
Compensation
Salary aligns with experience.
Culture, Career Growth, and Benefits
We cultivate teams committed to continuous improvement. Challenge yourself daily and embrace opportunities for personal and professional growth. We foster an entrepreneurial setting that strikes a balance between autonomy and structure, fueling creativity and innovation.
Initiatives fostering our unique culture include:
Second Fridays off monthly
Full benefit coverage paid by the company for you and your dependents (in the U.S.)
Generous paid parental leave (in the U.S.)
Employee-focused ambassadors via Key Contributors & Culture Committees
Commitment to diversity and inclusivity
Resources for well-being, wellness allowance, and mindfulness app membership
Global Volunteer Day, company non-profit matching, and volunteer days off
Unlimited time off (in the U.S.) and competitive leave globally
Monthly talent development and cross-functional meetings for professional growth
Regular All Hands meetings followed by group gatherings
Our Core Values
Trust, Customer-Centricity, Innovation, Agility, Respect, and Teamwork are our guiding principles. Join Keyfactor, an equal opportunity employer.
Reasonable Accommodation
Applicants with disabilities can contact our People team for accommodations.