Job Responsibilities

📍Customer Assistance 📍Leads troubleshooting of medium complexity and severity incidents. 📍Maintains professional communication with customers, providing clear updates. 📍Provides detailed product guidance and best practices for customers. 📍Case Management 📍Owns resolution plans and ensures effective case handling for complex cases. 📍Leads cross-functional engagement with internal teams for case resolution. 📍Analyzes logs and performance metrics to optimize case handling. Problem Management 📍Assesses and mitigates risks associated with complex issues and escalations. 📍Identifies systemic issues and suggests improvements to prevent recurrence. 📍Analyzes support metrics and product trends to guide strategic improvements. 📍Core Product Knowledge 📍Specializes in Keyfactor product lines, offering deeper expertise. 📍Maintains comprehensive knowledge of specific Keyfactor products. 📍Provides advanced technical support and guidance on product configurations. 📍Domain Knowledge 📍Possesses strong technical knowledge of supporting technologies and platforms. 📍Demonstrates proficiency in Python and Bash scripting. 📍Applies domain knowledge to solve complex technical issues. 📍Documentation and Knowledge Sharing 📍Documents solutions and workarounds for common issues. 📍Creates and maintains detailed technical documentation. 📍Develops and delivers advanced training programs for support teams. 📍Escalation & Major Incident Management 📍Handles complex issues beyond Tier 2 resolution with in-depth analysis. 📍Builds labs for incident replication and ensures accurate case escalation. 📍Leads major incident response and coordinates with internal teams for resolution. 📍Internal Collaborations 📍Suggests and implements process improvements for support efficiency. 📍Collaborates with product development teams to address recurring issues. 📍Works with cross-functional teams to refine support processes and tools

Minimum Qualifications, Education and Skills

📍Bachelor's degree or equivalent experience 📍Solid experience in delivering cloud-based products/services, with the ability to manage support for systems such as Windows Server OS, 📍Linux, IIS, ADFS, WAP, and Active Directory. Experienced in handling moderately complex tasks and contributing to the overall efficiency of technical support operations. 📍Microsoft Windows and Office proficient 📍Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact