Support Engineer

Stockholm, Sweden

Yubico is seeking a core member of the Solutions team, who will work with the worldwide Support team. Responsibilities include working directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues.

Tasks & Responsibilities:

  • Work through resolution of technical service calls and emails via specialized understanding of complex product issues
  • Maintain a high level of technical understanding on Yubico products and related technologies
  • Utilize Salesforce to resolve online technical support tickets, review ticket history, identify support trends, and make recommendations to the documentation/marketing team
  • Monitor the Yubico forum and respond as required
  • Assist in the creation of support documentation for commonly asked questions not sufficiently covered by existing support library
  • Ensure that all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
  • Share and promote the Yubico vision of a next generation secure Internet
  • Reports to: Solutions Support Manager

Skills & Experience:

  • 3-5 years’ experience in a customer support environment
  • Solid problem solving skills and experience in troubleshooting complex issues
  • Proven ability to successfully deal with individual and enterprise customers on critical and intense issues
  • Working knowledge of all standard Microsoft Office suite applications and Salesforce
  • Solid verbal and written communication skills (English)
  • Understanding of the Microsoft PKI environment and Linux operating systems highly desirable
  • Basic understanding of authentication language and encryption technologies
  • Experience working with remotely deployed teams

Please send your CV to jobs@yubico.com.