Yubico

• Serve as the primary Deal Desk liaison for the field sales team, with a dedicated focus on streamlining quoting processes and leading educational initiatives to reinforce channel best practices. • Offer comprehensive support and coverage for Enterprise Quoting as required, ensuring high-quality output. • Engage proactively in the early stages of complex deal cycles to provide strategic advice to account executives on pricing strategies, deal construction, and the selection of appropriate contracting vehicles. • Collaborate extensively with cross-functional departments, including Sales, Finance, Legal, and Supply Chain, to manage and resolve non-standard or intricate transactions. • Partner closely with the Deal Desk Manager to develop and execute renewal strategies for historically complex accounts, ensuring long-term alignment with company objectives. • Rigorously verify that all deals adhere to corporate compliance policies and are structured to support accurate, high-efficiency downstream processing. • Facilitate and optimize Salesforce booking and fulfillment workflows by coordinating seamlessly with billing, order entry, and supply chain teams to reduce turnaround times. • Administer, maintain, and regularly update the Deal Approval Matrix and channel documentation to ensure internal transparency. • Identify and drive cross-functional process improvements, managing the documentation and communication of policy updates and standardized templates. • Provide ongoing support to the Sales Operations team through ad-hoc projects, bug reporting, and the implementation of procedural enhancements. • Maintain high availability and commitment for extended hours during critical end-of-quarter periods to ensure all pending deals are processed. • Demonstrate a high degree of resourcefulness and self-sufficiency, executing complex tasks with both speed and technical precision. • Serve as the designated team lead and point of contact in the absence of the Deal Desk Manager, providing leadership and guidance to the team.

• Partner with Sales to ensure all deals are well-structured and aligned with commercial policies. • Manage and process US Channel Purchase Orders (POs). • Execute Channel Stocking Orders for inventory availability. • Serve as a central support hub for the sales-side booking and fulfillment within Salesforce. • Identify and report system bugs or process inefficiencies. • Provide critical support during high-volume periods during EOQ and EOY cycles. • Demonstrate high levels of self-sufficiency and resourcefulness by interpreting complex documentation.

Role Description As a Principal Support Engineer at Yubico, you will address complex technical challenges at the intersection of hardware, software, and global security standards to ensure customer security at scale. In this role, you will act as the technical lead of the US technical support team, reporting directly to and working closely with the Director of Technical Support, providing mentorship and strategic direction to maintain excellence in regional operations. You possess comprehensive expertise in Yubico’s core offerings, from the YubiKey ecosystem to our SDKs and professional services. You stay current with industry trends to develop actionable strategies that strengthen the support organization. Your contributions focus on long-term impact by establishing knowledge frameworks that improve problem resolution and prevention. Tasks & Responsibilities - Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. - 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. - 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. - Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. - Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency. Qualifications - 10+ years of experience in technical support, engineering, or a related cybersecurity field. - Proven expertise in troubleshooting hardware and software integrations, with a deep understanding of core authentication concepts. - Demonstrated experience in a technical leadership or mentorship role, with the ability to uplift the skills of a diverse group of support engineers. - Exceptional ability to distill complex technical topics into clear, actionable documentation and guidance for both internal teams and external customers. Requirements - 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. - 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). Benefits - Freedom and Flexibility: Work 100% from home or choose to work hybrid/onsite. - Wellness benefit: 1,200 CAD per year. - Continuing Education Stipend: $3,000 USD. - Paid Time Off: 15 days vacation. - Sick Days: 10 days. - Occupational Pension: Yubico offers a pension fund and contributes up to 5% of base salary. - Company Health Insurance: Health insurance offered to employees (medical and dental).

• Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. • 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. • 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. • Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. • Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency.

• Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters • Drive retention, renewals, and growth among named customer accounts by understanding their business needs and helping them succeed in utilizing Yubico products and services • Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities • Enable successful roll-out of YubiKeys to customer employees, including the development of project plans, brainstorming ideas for communications, and tracking distribution to end users • Maintain an ongoing cadence of communication with customers about their roll-out, adoption, and challenges throughout their customer journey • Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies) • Partner with internal Operations and Logistics teams to navigate global hardware deployment, custom requests, and supply chain timelines for enterprise clients • Marshall resources across Yubico as needed to support customers requirements

• Salesforce development: Design and build solutions across Sales Cloud, Service Cloud, and Experience Cloud, using Apex, LWC, and Flows depending on what the problem requires. • Stakeholder collaboration: Work directly with Sales and Marketing to understand business problems, challenge requirements, and turn ideas into maintainable, production-grade solutions. • Integrations: Build and maintain integrations between Salesforce, NetSuite, and other systems using Celigo and REST/SOAP APIs, with Java or SuiteScript where custom logic is required. • AI implementation: Identify and build AI-driven automations that reduce manual work and improve data quality across the business. • NetSuite: Support data flow and business logic between CRM and ERP, with development as needed. • Data and analytics: Collaborate with our data team on BigQuery and dbt to make sure business logic is accurately reflected in reporting. • Tech health: Audit and reduce technical debt, converting legacy code to declarative solutions where practical. • DevOps and documentation: Manage releases, version control (Git), and own the technical documentation for everything you build.

• Salesforce development: Design and build solutions across Sales Cloud, Service Cloud, and Experience Cloud, using Apex, LWC, and Flows depending on what the problem requires. • Stakeholder collaboration: Work directly with Sales and Marketing to understand business problems, challenge requirements, and turn ideas into maintainable, production-grade solutions. • Integrations: Build and maintain integrations between Salesforce, NetSuite, and other systems using Celigo and REST/SOAP APIs, with Java or SuiteScript where custom logic is required. • AI implementation: Identify and build AI-driven automations that reduce manual work and improve data quality across the business. • NetSuite: Support data flow and business logic between CRM and ERP, with development as needed. • Data and analytics: Collaborate with our data team on BigQuery and dbt to make sure business logic is accurately reflected in reporting. • Tech health: Audit and reduce technical debt, converting legacy code to declarative solutions where practical. • DevOps and documentation: Manage releases, version control (Git), and own the technical documentation for everything you build.

• Meet or exceed our monthly sales quotas • Generate revenue from sales leads, inbound and outbound calls, emails, and social connections building relationships with existing and potential customers managing the entire cycle from initial contact to closing the deals. • Individually prospect to build and manage a robust sales pipeline • Daily interaction with Salesforce managing accounts, leads, contacts, and opportunities according to sales department best practices, policies, and procedures • Develop long-term strategic relationships with key accounts to drive customer happiness

• Develop and execute a strategic and tactical business plan to facilitate large-scale adoption of YubiKeys within the DoD • Lead, mentor, and inspire a team of sales professionals, fostering a culture of collaboration and high performance • Manage the team’s overall performance, including forecasting, territory planning, pipeline review, and consistent quota attainment • Own your own success by driving new logo acquisition, expanding existing relationships, and growing new strategic accounts • Coordinating with internal resources in a dynamically growing business to deliver an outstanding customer experience • Report to the VP of Public Sector Sales on team performance, pipeline health, and strategic initiatives

• Serve as the primary point of contact for assigned partners, building trusted relationships and ensuring alignment on joint business objectives • Develop and execute annual business plans with assigned partners to drive growth, enablement, and solution adoption • Deliver targeted training and enablement programs to partner sales teams, equipping them with the knowledge and tools to effectively position Yubico’s security solutions • Collaborate with partner sellers to identify, qualify, and close opportunities, supporting forecast accuracy and accelerating sales cycles • Track partner performance against revenue and engagement KPIs, identifying gaps and implementing improvement plans • Monitor market trends and competitor activity to inform go-to-market strategies and strengthen Yubico’s channel value proposition