• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact. • Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains. • Proactively identifies and addresses issues prior to customer or executive escalation. • Reproduces customer issues in lab or test environments to validate root cause and confirm resolution. • Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement. • Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA. • Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices. • Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers. • Contributes technical insight related to emerging risks, architectural considerations, and support readiness. • Mentors and provides technical guidance to support engineers across all tiers. • Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation. • Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices. • Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues. • Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions. • Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes. • Provides technical input that informs product quality, platform stability, and support scalability. • Represents customer impact and operational risk during cross-functional discussions and incident reviews. • Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication. • Communicates complex technical findings and recommendations to both technical and non-technical stakeholders. • Maintains accountability for case progression, resolution quality, and documentation accuracy.