Yubico logo
Yubico

Yubico sets new world standards for simple, secure login.

Principal Support Engineer

EngineerEngineerFull TimeRemoteLeadTeam 201-500Since 2007H1B SponsorCompany SiteLinkedIn

Location

Canada

Posted

2 days ago

Salary

3K / year

Seniority

Lead

Job Description

Principal Support Engineer

Yubico

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).

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Mondelēz International logo

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Swisscom logo

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