Support Analyst

Our company's goal is to create a connected society based on trust, offering identity-first security solutions for machines and individuals. We assist organizations in swiftly establishing and maintaining digital trust at scale. With extensive expertise in cybersecurity, we have garnered trust from over 1,500 global companies. Our commitment to being recognized as a Best Place to Work is maintained by our exceptional team, who actively contribute to our growing culture. We invite you to embark on your professional journey with us!

Title: Support Analyst

Location: United States, East Coast

Experience: Associate

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security

Job Summary

The Support Analyst at our company advances from entry-level skills to oversee service requests and low-complexity incidents, focusing on enhancing first contact resolution rates and maintaining high-quality case management practices.

Applicants must either be U.S. citizens or U.S. permanent residents.

Responsibilities

Customer Assistance:

• Resolve basic issues and service requests following established procedures.
• Provide prompt and courteous responses to enhance customer satisfaction.
• Meet defined SLOs for average case age and handling times.

Case Management:

• Take ownership of resolution plans for assigned cases maintaining specified SLA adherence.
• Monitor tier queues and coordinate case assignments to meet SLA and SLO requirements.
• Assist in upholding best case management practices.

Problem Management:

• Identify and document software or hardware bugs, collaborating with engineering teams.
• Evaluate risks associated with technical issues and potential escalations.
• Analyze issue patterns to suggest preventive measures.

Core Product Knowledge:

• Demonstrate familiarity with all Keyfactor product suites and specialize in specific product subsets to provide focused support.
• Utilize product knowledge to improve support capabilities effectively.

Domain Knowledge:

• Showcase strong troubleshooting skills and proficiency in case management tools.
• Beneficial familiarity with Python and Bash scripting.
• Implement domain knowledge to efficiently resolve customer issues.

Documentation and Knowledge Sharing:

• Contribute to the internal knowledge base by providing solutions and workarounds.
• Develop and maintain technical documentation for customer and internal use.
• Collaborate in constructing and updating SOPs or knowledge articles for Tier 1 support.

Escalation & Major Incident Management:

• Escalate complex issues to higher support tiers efficiently.
• Replicate customer incidents for further analysis and research knowledge articles for escalations.
• Coordinate with Tier 2 teams for effective escalation handling.

Internal Collaborations:

• Offer feedback to Tier 1 team to enhance triaging and escalation processes.
• Recommend improvements for support processes and tools.
• Collaborate with internal teams to address cross-functional issues.

Qualifications, Education, and Skills

• Associate's degree or equivalent experience.
• Proficient in IT products/services delivery, with practical support experience in Windows Server OS, Linux, and IIS.
• Familiarity with PowerShell and Java scripting.
• Familiarity with database queries (SQL).
• Understanding of network fundamentals.
• Experience in case management and reporting using Zendesk.
• Self-motivated with the ability to manage customer cases promptly.
• Strong dedication to providing exceptional customer service and ensuring customer satisfaction.
• Capable of identifying root causes of common customer issues and offering clear resolutions.
• Ability to communicate effectively with customers both verbally and in writing.
• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is advantageous.
• Ability to mentor junior team members toward achieving support targets and customer experience standards.
• Sound understanding of technical support operations and customer service techniques.
• Proficiency in software support processes and product troubleshooting methodologies.

Travel Requirements

• Up to 10% travel may be required.

Compensation

Salary will be based on experience.

Culture, Career Opportunities, and Benefits

We foster teams that continuously strive for improvement and growth. You will face daily challenges and be provided opportunities for personal and professional development. We strike a balance between autonomy and structure fostering an environment that encourages creativity and innovation.

Core Values

Our core values form the foundation of our business operations and guide our team selection:

• Trust
• Customers
• Innovation
• Agility
• Respect
• Teamwork

We are an equal opportunity employer. Applicants with disabilities requiring accommodations can contact our HR team for assistance.

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