Principal Support Engineer, Yubico
Secure two-factor authentication products
Be an early applicant
Secure two-factor authentication products
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To protect all internet citizens, making secure login easy and available to everyone.
Role
Who you are
- 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
Desirable
- 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)
What the job involves
- 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
- 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
Our take
With cybersecurity breaches a costly and devastating threat to businesses and governments across the board, robust security solutions are an increasingly high priority. But passwords, the most common form of digital protection, are ill-equipped for preventing phishing attacks and other forms of cybercrime. Yubico is a leading provider of hardware authentication security keys that add a layer of protection by verifying that a website or tool is being accessed from a specific device.
Yubico's hardware keys are some of the most popular on the market, offering a competitive solution to multi-factor authentication. Through its products, customers can secure the identities of their employees and users, and reduce both support costs and the number of support calls made.
With the global multi-factor authentication market forecast to keep rising from now into 2027, the company's leading global position is likely to see it net more clients. This is atop its already impressive list which includes Google, Microsoft, and the UK Government, with the opportunity to find great success off the back of its 2024 IPO and as the space evolves.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jul 2020
$32.1m
LATE VC
Aug 2019
$25m
LATE VC
Total funding: $88.9m
Company benefits
- Retirement plan - We offer pension plans with employer contributions
- Wellness benefit - monthly reimbursements for wellness expenses in the US and Sweden
- Equity in the company - stock options or equivalent programs for our team so they can have a solid stake in Yubico’s success
- Learning & development - professional development stipend and mentorship program
- Global events - historically we’ve hosted an all-team event in a new location every year where we plan for upcoming quarters, set goals, and most importantly, host fun events to encourage team building outside of the workplace
- Parental leave - paid parental leave so you can take care of your new family
Company HQ
Vasastan, Stockholm, Stockholm County
Leadership
Stina Ehrensvärd
(Co-Founder & Board Member)Having studied at the Royal College of Art in Stockholm, Stina co-founded Cypak in 2001, where they served as VP of Marketing for 6 years. They then co-founded Yubico as CEO in May 2007.
Jakob Ehrensvärd
(Co-Founder & CIO)Jakob started their career as a SVT Software Developer before spending 9 years as CEO of Systemkonsult. They left their role as CTO of Cypak in 2008, having founded Yubico with Stina.
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