Principal Support Engineer

About the role

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. Basic 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. 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. Communication Excellence: Exceptional ability to distill complex technical topics into clear, actionable documentation and guidance for both internal teams and external customers. Active Directory: Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting.

Requirements

• 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).
• At Yubico, we offer:
• 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.

Benefits

Additional Information

Meet Yubico: the creator of the most secure passkeys and leading provider of hardware authentication security keys. Our company's mission is to make secure login easy and available for everyone. Yubico was founded in 2007 by Stina and Jakob Ehrensvard, and is public on Nasdaq Stockholm Main Market: YUBICO. Our customers include Fortune 500 companies, hundreds of government agencies and millions of individuals in over 160 countries that rely on Yubico technology to secure access to computers, online services and mobile apps. Our global customer base includes organizations of varying sizes, from large corporations such as Google, Amazon, Microsoft and Hyatt, to companies like Dyson. We are a global company with a strong company culture and employees located in over 14 countries. Yubico's headquarters are based in Stockholm, Sweden, Santa Clara, CA and Singapore. Aligned with our mission to make the internet more secure for everyone, Yubico donates YubiKeys to organizations helping at-risk individuals through our philanthropic initiative, Secure it Forward.

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