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Principal Support Engineer

1 hour, 18 minutes ago
Canada
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Bash Cybersecurity PowerShell Python
Apply Now
Yubico

Yubico

Yubico is a global leader in secure authentication solutions with YubiKey, offering innovative hardware-based security and contributing to open authentication standards worldwide.

Professional Services
251-1K
Founded 2007
$55M raised
View All Jobs 2

Description

  • Serve as the final tier of support for the most complex, high-priority customer issues worldwide.
  • Provide technical leadership and mentorship to junior and senior support engineers.
  • Lead technical deep-dives and training sessions to raise the support team’s technical baseline.
  • Work with Engineering, QA, and Product teams to reproduce bugs, investigate edge cases, and advocate for product improvements.
  • Author, review, and maintain internal and external documentation, knowledge base articles, and troubleshooting guides.
  • Help design and implement support processes that improve time-to-resolution and operational efficiency.
  • Act as the technical lead for the US technical support team and provide strategic direction to regional operations.
  • Develop knowledge frameworks that improve problem resolution and help prevent recurring issues.

Requirements

  • 10+ years of experience in technical support, engineering, or a related cybersecurity field.
  • Proven expertise troubleshooting hardware and software integrations.
  • Deep understanding of core authentication concepts.
  • Demonstrated experience in a technical leadership or mentorship role.
  • Exceptional ability to explain complex technical topics clearly in documentation and guidance.
  • Strongly preferred: experience in domain administration and advanced troubleshooting of Active Directory Certificate Services deployment.
  • Advanced knowledge of FIDO2, WebAuthn, PIV, OpenPGP, OATH-TOTP, and PKCS11.
  • Preferred: experience leading or coordinating support operations in the US market or other global regions.
  • Preferred: history of developing new troubleshooting methodologies or automated tools that improved support scalability.
  • Preferred: relevant certifications such as CISSP, Security+, or Microsoft Identity and Access Administrator.
  • Preferred: scripting and automation experience with Python, PowerShell, Bash, or similar tools.
  • Preferred: experience working with hardware tokens or HSMs (Hardware Security Modules).

Benefits

  • Work fully remote from home or choose a hybrid/onsite arrangement.
  • $1,200 CAD per year wellness benefit.
  • $3,000 USD continuing education stipend.
  • 15 days of paid vacation.
  • 10 sick days.
  • Occupational pension with Yubico contributing up to 5% of base salary.
  • Company-paid health insurance for medical and dental coverage if you enroll.
  • Inclusive employee resource groups and a workplace culture focused on belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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