**Experienced Principal Customer Support Engineer – Cloud Security and Identity Solutions**

Are you a seasoned customer support professional with a passion for cloud security and identity solutions? Do you thrive in fast-paced environments where no two days are the same? Look no further! blithequark is seeking an experienced Principal Customer Support Engineer to join our team of experts in delivering exceptional customer experiences. **About blithequark** At blithequark, we're on a mission to build a connected society, rooted in trust, with identity-first security for every machine and human. With decades of cybersecurity experience, we're trusted by more than 1,500 companies across the globe. We're proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you'll trust your future with blithequark! **About the Position** As a Principal Customer Support Engineer, you'll be tackling critical, complex incidents, collaborating with product and development teams to address technical blockers, and providing insights to enhance product capabilities. You'll be the go-to expert for our customers, providing unparalleled expertise in diagnosing complex issues across multiple technical domains. Your exceptional communication skills will enable you to interact with customers, both verbally and in writing, to resolve issues and provide guidance. **Responsibilities** * Resolve the most complex and critical issues that Tier 2 cannot address * Conduct comprehensive root cause analysis and implement long-term solutions * Manage high-profile customer escalations and ensure resolution satisfaction * Oversee resolution plans for the most challenging cases and ensure effective handling * Analyze and optimize case management strategies based on performance data * Provide guidance and support for complex case resolutions and escalations * Lead strategic efforts to address systemic issues and improve support processes * Implement long-term fixes for recurring problems and enhance system stability * Analyze complex support metrics to guide strategic improvements * Serve as a subject matter expert in blithequark's most advanced product lines * Provide expert-level guidance on compliance and cryptographic practices * Drive product knowledge initiatives and share expertise within and outside the team * Demonstrate unparalleled expertise in diagnosing complex issues across multiple technical domains * Apply advanced domain knowledge to improve support strategies and customer solutions * Provide leadership and insights into emerging technical challenges and solutions * Oversee the creation and maintenance of comprehensive technical documentation * Provide mentorship and technical guidance to all levels of support staff * Ensure documentation and knowledge sharing align with industry best practices * Lead major incident management efforts, ensuring rapid and effective resolution * Handle high-stakes customer escalations, maintaining a focus on resolution and customer satisfaction * Manage and improve the support research labs for incident replication and analysis * Partner with key departments to drive improvements in support infrastructure and processes * Lead cross-functional projects to enhance support tools and technologies * Represent support leadership in strategic planning and product development initiatives **Skills and Qualifications** * Exceptional expertise in delivering cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory * Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact * Strong troubleshooting and supporting skills using SQL Database * Strong knowledge of network infrastructure and firewalls troubleshooting mainly for AWS and Azure * Experience in case management using Zendesk * Ability to mentor junior team members to meet our support targets and customer experience standards * Experience with containers and containerization technologies, i.e., Docker * Self-motivated with the ability to manage customer cases and high-profile escalations and outages adequately and professionally, working cross-functionally to voice the customer impact * Strong commitment to providing exceptional customer service and ensuring customer satisfaction * Capable of identifying root causes of common customer problems and offering clear, concise resolutions * Ability to communicate clearly and professionally with customers, both verbally and in writing * Extensive knowledge of PKI fundamentals, ADCS is essential. Knowledge of PKIaaS product such as EJBCA and Signum is a plus * Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies * Certification in one or more of the industry standards, such as ITIL, Cloud Certs, i.e., AWS, Azure, Network+, or Security Certs, i.e., Security+ and CISSP * Significant experience in leading customer technical support operations and escalations within a SaaS or software provider * Mastery of industry trends, company strategy, and future direction, along with extensive knowledge of cross-functional processes **Compensation** Salary will be commensurate with experience. **Culture, Career Opportunities, and Benefits** We build teams that continually strive to get better than the day before. You'll be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. Here are just some of the initiatives that make our culture special: * Second Fridays (a company-wide day off on the second Friday of every month, minus November and December 2025, due to the Holiday schedule) * Comprehensive benefit coverage globally * Generous paid parental leave globally * Competitive time off globally * Dedicated employee-focused ambassadors via Key Contributors & Culture Committees * DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology * The blithequark Alliance Program to support DEIB efforts * Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays * Global Volunteer Day, company non-profit matching, and 3 volunteer days off * Monthly Talent development and Cross Functional meetings to support professional development * Regular All Hands meetings – followed by group gatherings **Our Core Values** Our core values are extremely important to how we run our business and what we look for in every team member: * **Trust** is paramount. We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business. * **Customers** are core. We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own. * **Innovation** never stops, it only accelerates. The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve. * **We deliver with** **agility**. We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals. * **United by** **respect**. Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities. * **Teams** make “it” happen. Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one. **Equal Opportunity Employer** blithequark is a proud equal opportunity employer, including but not limited to veterans and individuals with disabilities. **Reasonable Accommodation** Applicants with disabilities may contact a member of blithequark's People team via [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. **Privacy Notice** Please review our Privacy Notice before applying. **Apply Now** Ready to join our team of experts and take your career to the next level? Apply now to become a Principal Customer Support Engineer at blithequark!