Tier 1 EMEA Support Team Lead

Location: Remote, UK
Experience: Mid Level
Job Function: Support
Employment Type: Permanent, Full Time
Industry: Computer & Network Security

About the position
As a Team Lead for the EMEA Support Tier 1 team at Keyfactor, you will play a crucial role in leading and nurturing a rapidly expanding team dedicated to delivering exceptional operational and support services to Keyfactor clients in the EMEA region. Our mission is to combine top-notch service with cutting-edge products to enhance operational efficiencies for our customers. The primary focus of your role will revolve around enhancing the overall customer experience.

Applicants must be residing in the UK and possess the legal right to work there.

Responsibilities

• Lead, train, and mentor a team of Tier 1 Support Analysts, aiding in the resolution of incidents of low to medium complexity, handling service requests, and sharing best practices for product configuration with clients.
• Possess excellent communication skills with a customer-centric approach, identifying technical challenges faced by customers and providing solutions independently or in collaboration with team members.
• Collaborate with the US-based Tier 1 support team lead and Tier 2 leadership to assess and escalate cases strategically for efficient resolution.
• Conduct daily standups, oversee case distribution within the team, remove any obstacles, and communicate externally with other departments to ensure the resolution plan progresses effectively.
• Act as the liaison for the support team in customer communications during service outages or major incidents, working closely with Customer Marketing and Success teams.
• Develop, document, refine, and uphold Tier 1 support processes, and ensure the team is well-versed in and adheres to such procedures, including case triaging.
• Test configurations to replicate issues and propose solutions to problems.
• Create and enhance training materials to foster the growth of Support Analysts.
• Collaborate with Customer Success Managers to address escalations.
• Perform regular performance evaluations to ensure Support Analysts meet or exceed defined performance benchmarks.
• Generate new and enhance existing knowledge base articles.

Skills and Qualifications

• Solid experience in technical support interacting with external clients.
• Demonstrated experience in leading technical teams.
• Previous exposure to working in global teams with a distributed workforce.
• Proficient troubleshooting skills to pinpoint issues and analyze potential solutions critically.
• Familiarity with Windows Server OS, IIS, ADFS, WAP, Active Directory, Linux OS, PowerShell, Java scripting, SQL Database, network topologies, and firewalls troubleshooting.
• Knowledge of security best practices across infrastructure, application, IAM, or data platform solutions is advantageous.
• Familiarity with PKI is a plus.
• Effective and professional communication with key stakeholders.
• Ability to meet deadlines, maintain a positive demeanor, and take initiative to resolve issues.
• Strong leadership skills, able to work independently as well as collaboratively.

Compensation:
Salary will be based on experience.

Culture, Career Opportunities, and Benefits:
At Keyfactor, we focus on continual improvement and are dedicated to offering personal and professional growth opportunities within our rapidly expanding organization. We promote a balance of autonomy and structure to foster an entrepreneurial environment that encourages creativity and innovation. Our culture and talent are central to our success, and we are committed to recruiting and retaining top industry talent.

Core Values:

• Trust is paramount: We prioritize honesty and trust in all business dealings.
• Customers are core: We place our clients at the center of everything we do.
• Innovation never stops: We strive to stay ahead of the curve through continuous innovation.
• Agile delivery: We excel in dynamic and evolving environments to achieve strategic goals.
• United by respect: We promote diversity, inclusivity, and acting with empathy in all aspects of business and community.
• Teams make it happen: We value teamwork and unity in achieving shared goals.

Keyfactor is an equal opportunity employer. Applicants with disabilities may contact our People team to request accommodations at any time.