Principal Support Engineer

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.

Preferred Qualifications:

• Previous experience in domain administrat