Yubico Inc. - Principal Support Engineer
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Requirements
• Extensive Industry Experience: 10+ years of experience in technical support, engineering, or a related cybersecurity field. • Technical Mastery: Proven expertise in troubleshooting hardware and software integrations, with a deep understanding of core authentication concepts. • Technical Mastery: • Leadership Track Record: Demonstrated experience in a technical leadership or mentorship role, with the ability to uplift the skills of a diverse group of support engineers. • Leadership Track Record: • Communication Excellence: Exceptional ability to distill complex technical topics into clear, actionable documentation and guidance for both internal teams and external customers. • Communication Excellence: • Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting is strongly preferred. • Advanced knowledge of industry standards such as FIDO2, WebAuthn, PIV, OpenPGP, OATH-TOTP and PKCS11. • FIDO2, WebAuthn, PIV, OpenPGP, OATH-TOTP • PKCS11 • Previous experience leading or coordinating support operations within the US market or other global regions. • A history of developing new troubleshooting methodologies or automated tools that significantly improved support scalability. • Relevant industry certifications (e.g., CISSP, Security+, Microsoft Identity and Access Administrator). • Scripting and automation experience (Python, PowerShell, Bash, etc.) to build support tools or automate repetitive tasks. • Previous experience working with hardware tokens or HSMs (Hardware Security Modules).
Responsibilities
• Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. • Handle Critical Escalations: • Technical Leadership & Mentorship: Elevate the technical baseline of the entire support organization by mentoring junior and senior engineers, leading technical deep-dives, and conducting training sessions. • Technical Leadership & Mentorship: • Bridge Support and Engineering: Work with Engineering, QA, and Product teams to identify bugs, replicate edge-case issues, and advocate for product improvements based on customer impact. • Bridge Support and Engineering: • Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. • Knowledge Management: • Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency. • Process & Strategy Optimization:
Benefits
• Freedom and Flexibility: At Yubico, we want you to be your most productive selves whether you decide to work 100% from home or choose to work hybrid/onsite. The way we balance the fast-paced demands of a high-growth company and sustainability is making rest a priority. • Freedom and Flexibility: • Yubico Values: We work to ensure that our employees have an open space to have their voices amplified to create a workplace where everyone feels like they belong. In support of this, our employees have created some pretty cool Employee Resource Groups that foster inclusion, help build community and connection across Yubico. Additionally, Yubico donates YubiKeys to organizations in need all over the world (you can read more about our work here). • Yubico Values: • U.S. benefits designed for your overall well-being: • Health coverage. We’ve got you covered with top of the line health plans, including dental and vision. We pay 100% of your premium and 85% for your family. • Health coverage. • Retirement plan. Our retirement plan includes a 401K dollar per dollar match up to 6% with a cap of $6K/year. Immediate vesting. • Retirement plan. • Wellness reimbursement. We offer $1,200.00 in wellness earnings (prorated based on start date) that you can use on your gym membership, a massage, or your favorite online fitness classes. This is a taxable benefit if you choose to participate. • Wellness reimbursement. • Learning and development. We encourage your professional growth and offer a yearly development stipend of $3,000 and mentorship program. • Learning and development. • Time off. We offer a total of 15 vacation days plus 10 holidays, and 7 sick days a year. • Time off. • Paid parental leave. We love welcoming new family members to our YubiTeam! All parents receive 8 weeks of paid leave. Birthing parents receive an additional 8 weeks of paid leave (16 weeks total). • Paid parental leave. • Commuter Benefits. If you need to commute to the office, we offer commuter benefits. • Strong mission & company values. We’re a global team on a global mission to make the internet more secure for everyone. We believe that every person’s work matters. That you should always be nice, stay humble, and have fun, and never take yourself too seriously. • Strong mission & company values. • $125,000—$145,000 USD
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