AMVETS Jobs

About Keyfactor Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale - and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companiesacross the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor! Title: Tier 3 Customer Support Manager Location: United States; Remote Experience: Manager Job Function: Support Employment Type: Full-Time Industry: Computer & Network Security About the position Customer Support Manager leads support operations regionally or globally for a specific support tier (Tier 1, 2, or 3), ensuring high-quality service, handling escalations, collaborating internally, and driving continuous improvement. Job Responsibilities * Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth. * Develops team capabilities through training, coaching, and ongoing professional development initiatives. * Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans. * Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels. * Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication. * Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues. * Collaborates with sales and customer success teams to align support activities with customer needs and business goals. * Provides strategic feedback to internal stakeholders for product enhancements and process optimizations. * Develops robust escalation management processes to handle critical customer issues efficiently. * Coordinates with global support teams for consistent and effective resolution of escalations across regions. * Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction. * Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs. * Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness. * Supports initiatives to optimize the knowledge management system for better accessibility and usability. * Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence. * Oversees case assignments and team availability to meet workload demands and SLA targets effectively. * Leads escalations of key cases across departments to ensure prompt and effective resolution. Minimum Qualifications, Education, and Skills * Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent experience. * Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders. * Strong knowledge of cryptography and PKI solutions. * Proven ability to manage complex projects and multiple priorities. * Proven ability to manage global teams and complex support operations. * Strong analytical skills and experience with support metrics and data analysis. * Strategic thinking and ability to drive continuous improvement. * Excellent leadership and decision-making skills. * Ability to manage escalations effectively and maintain customer satisfaction. * Advanced knowl