Tier II Support Engineer - SaaS Security

Keyfactor; Cleveland (OH); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Second Fridays off

Parental Leave

Wellbeing resources

Volunteer days off

Professional development

Job summary

Keyfactor is hiring a Support Engineer (Tier II) in the United States. The role focuses on diagnosing and resolving complex customer issues, escalating as needed, and driving continuous improvement to ensure operational stability and customer satisfaction.

The position requires a Bachelor's degree (or equivalent) and 2–4 years of related experience in a SaaS or software environment, with strong troubleshooting and communication skills. This is a full-time, on-site role located in Cleveland, Ohio.

Qualifications

• Bachelor's degree or equivalent experience.
• 2 to 4 years of related work experience in their area.
• Experience handling complex technical issues in a SaaS or software environment.
• Participation in support initiatives and process improvement efforts.
• Strong troubleshooting and analytical skills across Windows, Linux, networking, databases.
• Proficiency in case management tools and structured problem-solving.
• Ability to clearly explain technical concepts to customers.
• Proven ability to manage complex cases independently through resolution.
• Experience performing root cause analysis and implementing long-term fixes.
• Strong prioritization skills and ability to manage multiple issues simultaneously.
• Solid understanding of support processes and troubleshooting methodologies.
• Familiarity with cloud environments and enterprise system configurations.

Responsibilities

• Provide clear, structured communication to customers, building confidence throughout the resolution process
• Independently troubleshoot and resolve complex technical issues, offering guidance and best practices
• Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction
• Conduct root cause analysis and implement sustainable solutions
• Identify recurring trends and contribute to process and product improvements
• Develop and maintain knowledge base content and best practices
• Share expertise with team members to strengthen overall capability
• Manage escalations effectively and contribute to major incident resolution
• Collaborate cross-functionally with Engineering, Product, and other teams

Skills

Windows

Linux

Networking

Databases

Troubleshooting

Customer communication

Case management tools

Education

Bachelor's degree or equivalent experience

2 to 4 years of related work experience

SaaS/software environment experience

Tools

Null

Job description

Keyfactor is hiring a Support Engineer (Tier II) in the United States. The role focuses on diagnosing and resolving complex customer issues, escalating as needed, and driving continuous improvement to ensure operational stability and customer satisfaction.

The position requires a Bachelor's degree (or equivalent) and 2–4 years of related experience in a SaaS or software environment, with strong troubleshooting and communication skills. This is a full-time, on-site role located in Cleveland, Ohio.