L3 Support Engineer

About Keyfactor 

Our goal is to establish a connected society based on trust, with a focus on identity-first security for both machines and humans. Keyfactor is a trusted partner for over 1,500 global companies, dedicated to enabling digital trust at scale. Recognized as a Best Place to Work, our incredible team drives our culture of growth.

Location: Spain; Barcelona
Experience Level: Mid-level
Job Function: Engineering
Employment Type: Full-Time
Industry: Computer & Network Security

Summary

The role of L3 Support Engineer is crucial for ensuring high customer satisfaction levels. This position requires a blend of strong technical expertise and the ability to navigate complex customer situations efficiently. Key objectives include:

• In-depth understanding of Keyfactor product architecture
• Familiarity with Public Key Infrastructure and certificate management in relation to Keyfactor offerings
• Promote collaboration within the software support and development teams

This role is predominantly based in our Barcelona office, offering a hybrid work model and flexible practices. Applicants must possess valid Right to Work authorization in Spain. 

Responsibilities

• Collaborate with support and engineering teams to troubleshoot and resolve intricate software issues.
• Effectively manage and prioritize the L3 support queue.
• Engage in customer meetings to diagnose and rectify software-related concerns.
• Replicate complex customer environments to identify and troubleshoot issues. Proficient in Windows and Linux OS with the ability to extract pertinent information.
• Analyze source code, internal structure, and customer scenarios to pinpoint root causes and aid in issue resolution. Capable of debugging and coding in .NET languages.
• Document issues and contribute to internal documentation.
• Address performance issues along different data paths in various environments.
• Offer technical expertise in testing, deploying, and upgrading Redtrust software applications
• Contribute to new product development, customer training, and other support-related activities
• Available to be part of the 24/7 support service rotation

Minimum Qualifications and Skills

• Extensive experience in enterprise software
• Proficiency in .NET programming environments
• Working knowledge of both Cloud-based and On-premises setups
• Advanced skills in Windows and network protocols (TCP/IP)
• Strong analytical and problem-solving capabilities
• Excellent technical acumen with exceptional problem-solving abilities and multitasking skills
• Customer-centric approach with commitment to high availability
• Familiarity with communication protocols, software APIs, Active Directory, and PowerShell scripting
• Preferably acquainted with both Linux and Mac environments
• Strong grasp of Public Key Infrastructure (PKI) principles
• Background in IT/SW Engineering/Computer Science or related fields is advantageous

Compensation  

Salary will be based on experience.

Culture, Career Opportunities, and Benefits 

We foster a culture of continuous improvement, providing daily challenges and avenues for personal and professional growth. Balancing autonomy with structure, we create an entrepreneurial environment promoting creativity and innovation. Some initiatives that define our culture include:

• Dedicated days off on Second Fridays every month
• Comprehensive benefits for you and your dependents, covered by the company (US)
• Generous paid parental leave (US)
• Employee-focused ambassadors through Key Contributors & Culture Committees
• Commitment to diversity, equity, inclusion, and belonging, supported by the Keyfactor Alliance Program
• Various well-being resources, wellness allowance, and mindfulness app memberships
• Global Volunteer Day, nonprofit matching, and volunteer days off
• Unlimited time off (US) and competitive leave policies globally
• Regular talent development and cross-functional meetings for professional growth
• Scheduled All-Hands meetings followed by team gatherings

Core Values 

Our core values shape our business operations and guide our team members:

• Trust: Upholding transparency and trust in our interactions and partnerships
• Customers: Prioritizing customer interests and security as our key focus
• Innovation: Committing to staying ahead of the innovation curve
• Agility: Thriving in dynamic environments and adapting to change
• Respect: Emphasizing respect, diversity, inclusivity, and empathy
• Teamwork: Achieving common goals through cohesive collaboration

Keyfactor is a proud equal opportunity employer, including veterans and individuals with disabilities. 

REASONABLE ACCOMMODATION: Applicants with disabilities seeking accommodations can contact Keyfactor’s People team to arrange the same.