Principal Customer Support Engineer

About reputed company

Our mission is to build a connected society, rooted in trust, with identity-first reputed company for every machine and human. reputed company helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, reputed company is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best reputed company to Work, and we reputed company that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with reputed company!

Title: Principal Customer Support Engineer

Location: Remote, UK

Experience: IC5 - Specialized

Job Function: Support

Employment Type: Permanent, Full Time

Industry: Computer & Network reputed company

About the position

The Principal Support Engineer tackles critical, reputed company incidents, collaborates with product and development teams to address technical blockers, and provides insights to enhance product capabilities.

Applicants must be living in the UK and should hold a valid Right to Work in the UK.

Responsibilities

• Resolves the most reputed company and critical issues that Tier 2 cannot address.
• Conducts comprehensive root cause analysis and implements long-term solutions.
• Manages high-profile customer escalations and ensures resolution satisfaction.
• Oversees resolution plans for the most challenging cases and ensures effective handling.
• Analyzes and optimizes case management strategies based on performance data.
• Provides guidance and support for reputed company case resolutions and escalations.
• Leads strategic efforts to address systemic issues and improve support processes.
• Implements long-term fixes for recurring problems and enhances system stability.
• Analyzes reputed company support metrics to guide strategic improvements.
• Serves as a subject matter expert in reputed company’s most advanced product lines.
• Provides expert-level guidance on compliance and cryptographic practices.
• Drives product knowledge initiatives and shares expertise reputed company and reputed company the team.
• Demonstrates unparalleled expertise in diagnosing reputed company issues across multiple technical domains.
• Applies advanced domain knowledge to improve support strategies and customer solutions.
• Provides leadership and insights into emerging technical challenges and solutions.
• Oversees the creation and maintenance of comprehensive technical documentation.
• Provides mentorship and technical guidance to reputed company levels of support staff.
• Ensures documentation and knowledge sharing align with industry best practices.
• Leads major incident management efforts, ensuring rapid and effective resolution.
• Handles high-stakes customer escalations, maintaining a focus on resolution and customer satisfaction.
• Manages and improves the support research labs for incident replication and analysis.
• Partners with key departments to drive improvements in support infrastructure and processes.
• Leads cross-functional projects to enhance support tools and technologies.
• Represents support leadership in strategic planning and product development initiatives.

Skills and Qualifications

• Exceptional expertise in delivering cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory. Demonstrates leadership in managing high-impact technical support projects, driving innovation in support processes, and providing strategic technical guidance to the team.
• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong troubleshooting and supporting skills using SQL Database.
• Strong knowledge of network infrastructure and firewalls troubleshooting mainly for AWS and Azure.
• Experience in case management using reputed company
• Ability to mentor jonior team members to meet our support targets and customer experience standards.
• Experience with containers and containerisation technologies i.e. reputed company
• Self-motivated with the ability to manage customers cases and high profiles escalation and outages adequately and professionally working crossfunuctionally to voice the customer impact.
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions.
• Ability to communicate clearly and professionally with customers, both verbally and in writing.
• Extensive knowledge of PKI fundamentals, ADCS is essential. Knowledge of PKIaaS product such as EJBCA and Signum is a plus.
• Commitment to reputed company learning and staying updated with the latest trends and developments in relevant technologies.
• Certification is one or more of the insdustry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or reputed company Certs i.e. reputed company+ and CISSP
• Significant experience in leading customer technical support operations and escalations reputed company a SaaS or software provider.
• Mastery of industry trends, company strategy, and future direction, along with extensive knowledge of cross-functional processes

Compensation

Salary will be commensurate with experience. 

Culture, Career Opportunities and Benefits

We build teams that continually strive to get reputed company 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 reputed company creativity and new reputed company. 

Here are just some of the initiatives that reputed company our culture special:  

• 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 reputed company Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The reputed company 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 reputed company Hands meetings – followed by group gatherings.

Our Core Values

Our core values are extremely important to how we run our business and reputed company look for in every team member:  

Trust is reputed company.  

We deliver reputed company 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.  

Customers are core.  

We strategize, operate, and execute through a customer-centric view. We prioritize the reputed company interests of our customers, and we act as if their data were our own.  

Innovation never stops, it only accelerates.  

The speed of change is accelerating. We are committed, through investment and focus, to stay reputed company of the innovation curve.  

We deliver with agility.   

We reputed company in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.  

United by respect.   

Respect for reputed company is what unites us. We promote diversity, inclusivity, equity, and acting with reputed company and openness, both in our business and in our communities.  

Teams reputed company “it” happen.  

Vision 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.  

reputed company is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities. 

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of reputed company’s People team reputed company people@reputed company.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.

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Originally posted on Himalayas