Yubico

Support Engineer

• 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.

Principal Support Engineer

Customer Success Manager

• Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters
• Drive retention, renewals, and growth among named customer accounts by understanding their business needs and helping them succeed in utilizing Yubico products and services
• Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities
• Enable successful roll-out of YubiKeys to customer employees, including the development of project plans, brainstorming ideas for communications, and tracking distribution to end users
• Maintain an ongoing cadence of communication with customers about their roll-out, adoption, and challenges throughout their customer journey
• Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies)
• Partner with internal Operations and Logistics teams to navigate global hardware deployment, custom requests, and supply chain timelines for enterprise clients
• Marshall resources across Yubico as needed to support customers requirements

Business Operations

• Salesforce development: Design and build solutions across Sales Cloud, Service Cloud, and Experience Cloud, using Apex, LWC, and Flows depending on what the problem requires.
• Stakeholder collaboration: Work directly with Sales and Marketing to understand business problems, challenge requirements, and turn ideas into maintainable, production-grade solutions.
• Integrations: Build and maintain integrations between Salesforce, NetSuite, and other systems using Celigo and REST/SOAP APIs, with Java or SuiteScript where custom logic is required.
• AI implementation: Identify and build AI-driven automations that reduce manual work and improve data quality across the business.
• NetSuite: Support data flow and business logic between CRM and ERP, with development as needed.
• Data and analytics: Collaborate with our data team on BigQuery and dbt to make sure business logic is accurately reflected in reporting.
• Tech health: Audit and reduce technical debt, converting legacy code to declarative solutions where practical.
• DevOps and documentation: Manage releases, version control (Git), and own the technical documentation for everything you build.

Yubico

Principal Support Engineer

Customer Success Manager

Senior Business Operations Engineer

Senior Business Operations Engineer