L3 Support Engineer

In 2019, Keyfactor decided to widen its investment and acquired Redtrust, a Spanish company pioneer in the management of people’s identity through the custody and management of digital certificates. Redtrust has a strong reputation for providing top-notch products and services in Spain.

The Support Engineer position is a key position in maintaining optimal customer satisfaction. It is necessary to combine strong technical skills with the ability to deal with complex and demanding customer scenarios.  The goals of this role include:

• Proficiency with the architecture of Keyfactor products
• Knowledge growth of Public Key Infrastructure and certificate management as it relates to Keyfactor products
• Foster collaboration within the software development and support group

The position is based in the Barcelona office, we have a hybrid work model and excellent flexible working practices. Applicants must hold valid Right to Work in Spain to apply for this position. 

Job Responsibilities

• Work with the support and engineering teams to troubleshoot and resolve complex software issues.
• Manage and prioritize L3 support queue.
• Participate in meetings with customers to check and fix software issues.
• Reproduce issues by replicating complex customer environments as needed. In-depth knowledge of Windows and Linux operating systems is required, as well as being able to understand and extract information from them.
• Analyze source code, internal architecture, and customer scenarios to identify root causes and assist engineering team in resolving issues. Understand and be able to debug and code .NET languages.
• Document issues and contribute to our internal team documentation.
• Analyze performance issues that may arise along the data path in different environments.
• Provide technical expertise in testing, deploying, and upgrading Redtrust software.
• Participate in new product development, customer training, and other support related activities.
• Be part of the 24/7 support service pool.

/