Principal Support Engineer

Yubico

Principal Support Engineer addressing complex technical challenges at Yubico. Leading technical support team while ensuring customer security at scale.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesLead💰 $125,000 - $145,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber SecurityPython

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting is strongly preferred.
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).

Benefits

Comp & perks

Health coverage.
Retirement plan.
Wellness reimbursement.
Learning and development.
Time off.
Paid parental leave.
Commuter Benefits.
Strong mission & company values.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinghardware integrationssoftware integrationsauthentication conceptsscriptingautomationPythonPowerShellBashtroubleshooting methodologies

Soft Skills

technical leadershipmentorshipcommunicationdocumentationprocess optimizationstrategic thinkingteam collaborationproblem-solvingcustomer advocacytraining

Certifications

CISSPSecurity+Microsoft Identity and Access Administrator