Support Engineer, Tier 1

Keyfactor, Inc. • Atlanta, GA

7d

About The Position

The Support Engineer, Tier 1, resolves customer-reported technical issues of moderate complexity and supports the continuity of customer operations. This role demonstrates growing technical proficiency, effective customer communication, and increasing ownership of support cases through resolution. The Support Engineer contributes to team knowledge, follows established processes, and continues to build depth in supported products and technologies.
Applicants must hold US citizenship or US permanent resident status.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 1–3 years of technical support or engineering experience in a customer-facing environment.
• Ability to manage multiple support cases with guidance while maintaining service quality.
• Strong written and verbal customer communication skills.
• Demonstrated commitment to customer satisfaction and continuous learning.
• Experience with log analysis and troubleshooting fundamentals.
• Working knowledge of database fundamentals, including basic SQL queries.
• Familiarity with Linux operating systems and Windows Server environments.

Responsibilities

• Serves as a technical point of contact for customers, engaging via calls and written communication to diagnose issues and provide timely support.
• Responds to customer inquiries within defined SLAs, prioritizing cases based on impact and severity with guidance as needed.
• Communicates technical information clearly and professionally, adapting explanations to customer technical proficiency.
• Provides accurate and timely case updates in alignment with incident severity and communication standards.
• Assists customers with product usage, configuration guidance, and best practices to reduce repeat issues.
• Manages assigned support cases through resolution with appropriate guidance and escalation.
• Maintains accurate, clear, and technically appropriate case documentation in the support CRM system.
• Produces case summaries outlining troubleshooting steps and resolutions to support knowledge sharing.
• Collaborates with peers and participates in SWARM models to resolve more complex or escalated issues.
• Performs log review and configuration analysis to support root cause identification.
• Uses lab environments and internal tools to reproduce issues, validate findings, and test solutions under guidance.
• Troubleshoots the majority of assigned cases using documentation, established procedures, and peer support.
• Identifies patterns in recurring issues and raises observations to senior team members for review.
• Contributes to internal knowledge base articles and documentation to improve support efficiency.
• Shares learnings and troubleshooting approaches with the team to build collective knowledge.
• Demonstrates working knowledge of supported products and underlying technologies.
• Resolves routine and moderately complex technical issues within assigned product areas.
• Applies product knowledge to evaluate customer environments and configurations with guidance.
• Supports customers with standard deployment, configuration, and operational recommendations.
• Continues to develop technical expertise through hands-on experience, training, and peer collaboration.
• Follows established escalation procedures to ensure timely resolution and appropriate visibility.
• Partners with senior engineers and SWARM teams on complex cases and higher-impact incidents.
• Assists in building and maintaining lab environments as needed to support issue diagnosis.
• Participates in team knowledge-sharing sessions and enablement activities.
• Provides feedback on tools, documentation, and processes to improve support effectiveness.
• Collaborates with cross-functional teams as needed to support customer outcomes.
• Supports ongoing initiatives to improve workflows, consistency, and customer experience.

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.
• Comprehensive benefit coverage globally.
• Generous paid parental leave globally.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level