About the company
Keyfactor brings digital trust to the hyper-connected world by empowering organizations to build and maintain secure, trusted connections across every device, workload, and machine.
Job description
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 Senior Support Engineer provides advanced technical support to customers, troubleshooting complex software issues and working closely with development teams to identify and resolve bugs. This role includes mentoring junior engineers, leading support projects, and contributing to process improvements.
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
- Provide advanced technical support to customers, resolving complex software issues.
- Collaborate with development and QA teams to diagnose and fix product bugs.
- Lead technical support projects and initiatives to improve support efficiency.
- Mentor and guide junior support engineers, sharing expertise and knowledge.
- Contribute to the development of support documentation and knowledge base articles.
- Participate in product testing and validation to prevent recurring issues.
- Monitor and improve support processes through feedback and best practices.
- Act as a point of escalation for high-priority or critical customer issues.
Minimum Qualifications, Education, and Skills
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- Strong experience in software support engineering or a related field.
- Previous experience of debugging and resolving issues directly in source code is a must.
- Strong hands-on experience in .NET and C# source code is essential. Familiarity with C and C++ is a plus.
- Strategic thinking, exceptional problem-solving abilities, high-level proficiency in relevant tools and technologies.
- Advanced troubleshooting abilities, strong collaboration skills, and the ability to mentor junior engineers.
- Ability to lead complex projects, drive strategic initiatives, and influence decision-making.
- Ability to handle complex support cases, contribute to process improvements, and collaborate across departments.
- Extensive knowledge of industry trends, company strategy, and cross-functional processes.
- Deep knowledge of support processes, product architecture, and customer communication best practices.
Certifications
/
Career pathway
Other
Required experience
At least 1-3 years of related work experience
Level of studies
Bachelor's or equivalent level
