{"id":3111890,"url":"https://alion.io/job/keyfactor-technical-support-engineer","title":"Technical Support Engineer","company":{"id":678466,"name":"Keyfactor","domain":"keyfactor.com","url":"https://alion.io/company/keyfactor","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cleveland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":83000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":552},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T19:57:19Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T11:22:13Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Keyfactor \nOur mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!\nJob Title: Support Engineer\nLocation: Cleveland, Ohio (Hybrid)\nExperience: Mid Level\nJob Function: Support\nEmployment Type: Full-Time\nIndustry: Computer and Network Security\nJob Summary \nThe Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that impact product performance and business operations. They serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. By collaborating with Tier III, Team Leads and Tier IV. The role emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the Support Engineer (Tier II) safeguards operational stability and strengthens long-term customer confidence.\nJob Responsibilities \nProvide clear, structured communication to customers, building confidence throughout the resolution process \nIndependently troubleshoot and resolve complex technical issues, offering guidance and best practices \nOwn the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction \nConduct root cause analysis and implement sustainable solutions \nIdentify recurring trends and contribute to process and product improvements \nDevelop and maintain knowledge base content and best practices \nShare expertise with team members to strengthen overall capability \nManage escalations effectively and contribute to major incident resolution \nCollaborate cross-functionally with Engineering, Product, and other teams \nRecommend improvements to tools, workflows, and support processes\nMinimum Qualifications, Education, and Skills\nBachelor's degree or equivalent experience \n2 to 4 years of related work experience and general knowledge within their functional area \nExperience handling complex technical issues in a SaaS or software environment \nParticipation in support initiatives and process improvement efforts \nStrong troubleshooting and analytical skills across systems (e.g., Windows, Linux, networking, databases) \nProficiency in case management tools and structured problem-solving \nAbility to clearly explain technical concepts to customers \nProven ability to manage complex cases independently through resolution \nExperience performing root cause analysis and implementing long-term fixes \nStrong prioritization skills and ability to manage multiple issues simultaneously \nSolid understanding of support processes and troubleshooting methodologies \nFamiliarity with cloud environments and enterprise system configurations\nCompensation\nSalary will be commensurate with experience. \nCulture, Career Opportunities and Benefits \nWe build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. \nHere are just some of the initiatives that make our culture special: \nSecond Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.\nComprehensive benefit coverage globally.\nPaid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.\nCompetitive time off globally.\nDedicated employee-focused ambassadors via Key Contributors & Culture Committees. \nDIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. \nThe Keyfactor Alliance Program to support DEIB efforts. \nWellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. \nGlobal Volunteer Day, company non-profit matching, and 3 volunteer days off.\nMonthly Talent development and Cross Functional meetings to support professional development. \nRegular All Hands meetings - followed by group gatherings. \nOur Core Values \nOur core values are extremely important to how we run our business and what we look for in every team member:\nTrustis paramount. \nWe deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business. \nCustomersare core. \nWe strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own. \nInnovationnever stops, it only accelerates. \nThe speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve. \nWe deliver withagility. \nWe thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals. \nUnited byrespect. \nRespect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities. \nTeamsmake “it” happen. \nVision and goals are not individually achievable - they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one. \nKeyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities. \nREASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via  and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. \nKeyfactor Privacy Notice","description_format":"text","description_chars":6457,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-22T21:04:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":29,"reasons":["conf:2","velocity","win:early","comp:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/keyfactor-technical-support-engineer","json_url":"https://alion.io/job/keyfactor-technical-support-engineer.json","meta":{"generated_at":"2026-10-25T13:25:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19024,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678466},"rest":"https://alion.io/mcp/rest/get_company?id=678466"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkeyfactor-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkeyfactor-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkeyfactor-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/keyfactor-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkeyfactor-technical-support-engineer"}]}