[All remote jobs](https://jobicy.com/jobs.md)[![Keyfactor, Inc. logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/ba8ae349-221.png)](https://jobicy.com/company/keyfactor-inc.md)[Keyfactor, Inc.](https://jobicy.com/company/keyfactor-inc.md) # Team Lead, Customer Support Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/keyfactor-inc.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished26 Oct 2026Apply before25 Nov 2026Listing views59Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Keyfactor is seeking a remote UK Team Lead to manage a regional tier of technical customer support engineers for cryptography and PKI solutions. The role combines people leadership, enterprise escalations, SLA and case-management ownership, and continuous improvement of support operations. The lead will partner with engineering, product, professional services, and customer success to resolve complex customer issues and share product feedback. Success requires strong technical-support leadership, knowledge of PKI and cryptography, analytical use of support metrics, and clear customer communication. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a technically demanding leadership role supporting enterprise security products, where escalations may involve complex PKI and cryptography issues. The manager must balance team development, operational performance, customer satisfaction, and cross-functional incident resolution. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$115,000US market range (per year)$95k–$140k0$154k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No numeric employer compensation is disclosed; the posting only states that salary is commensurate with experience. Estimated annual USD market compensation for a technical customer support team lead with PKI and cryptography expertise is $95,000–$140,000, with an estimated midpoint of $115,000. The annual cadence and figures are AI estimates, not employer-provided pay. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical customer support](https://jobicy.com/jobs?search_keywords=Technical%20customer%20support.md)[Team leadership](https://jobicy.com/jobs?search_keywords=Team%20leadership.md)[Customer escalation management](https://jobicy.com/jobs?search_keywords=Customer%20escalation%20management.md)[PKI](https://jobicy.com/jobs?search_keywords=PKI.md)[Cryptography](https://jobicy.com/jobs?search_keywords=Cryptography.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[Support metrics analysis](https://jobicy.com/jobs?search_keywords=Support%20metrics%20analysis.md)[ITIL](https://jobicy.com/jobs?search_keywords=ITIL.md)[NIST framework](https://jobicy.com/jobs?search_keywords=NIST%20framework.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Enterprise customer service](https://jobicy.com/jobs?search_keywords=Enterprise%20customer%20service.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Mentoring and coaching](https://jobicy.com/jobs?search_keywords=Mentoring%20and%20coaching.md)[Conflict resolution](https://jobicy.com/jobs?search_keywords=Conflict%20resolution.md) Sample interview questionsHow would you manage an enterprise escalation involving a complex PKI issue and a potentially missed SLA?I would quickly establish incident ownership, confirm the customer impact and SLA deadline, and assemble the appropriate support and engineering stakeholders. I would provide the customer with a clear communication cadence, document hypotheses and actions, and prioritize a safe workaround or resolution. After closure, I would run a review to identify root causes, improve documentation, and prevent recurrence. What support metrics would you use to assess the performance and health of a technical support team? I would monitor SLA attainment, first-response time, time to resolution, backlog age, reopen rate, escalation volume, customer satisfaction, and case distribution across engineers. I would pair quantitative trends with case-quality reviews to avoid optimizing one metric at the expense of customer outcomes. The results would inform staffing, coaching, process improvements, and knowledge-base priorities. How do you develop support engineers with different levels of technical experience? I start with an individual assessment of technical capability, communication skills, confidence, and career goals. I then create development plans using targeted training, case shadowing, peer mentoring, regular feedback, and progressively more complex ownership. I set measurable expectations and revisit plans regularly so development remains connected to team goals and customer needs. How would you improve knowledge sharing across a regional support tier? I would make knowledge sharing part of the operating rhythm through case reviews, post-incident write-ups, technical demos, and clear ownership of knowledge-base articles. I would identify recurring issues from ticket data and convert effective fixes into searchable, validated guidance. Recognizing contributors and measuring article usage and ticket deflection would help sustain participation. How do you maintain constructive relationships with product and engineering teams during repeated customer issues? I would bring concise, evidence-based reports that describe customer impact, reproduction steps, logs, frequency, severity, and recommended priority. I would agree on ownership and update mechanisms while ensuring customers receive realistic status communication. After resolution, I would share outcomes and trend insights so both teams can improve the product and support experience. Opportunity details ## About this role. About Keyfactor Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor! Title: Team Lead, Customer Support Location: Remote, UK Experience: M1 Job Function: Support Employment Type: Permanent, Full Time Industry: Computer & Network Security About the position Customer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency. Responsibilities * Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles. * Ensure timely closures of tickets and SLAs are met within the team. * Promotes knowledge sharing within the team to enhance overall support capability and efficiency. * Promotes customer communication via live channels, not email. * Handles enterprise customers requiring a higher level of expertise. * Provides constructive feedback, and creates personalized development and improvement plans to foster career growth. * Fosters a positive and collaborative team environment that encourages continuous improvement and high performance. * Ensures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction. * Manages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers. * Addresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements. * Collaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues. * Works with professional services and customer success teams to align support activities with business objectives and customer expectations when required. * Communicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services. * Serves as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution. * Coordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager. * Ensures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers. * Monitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management. * Oversees case assignments to ensure balanced workloads and efficient issue resolution. * Assists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution. Skills and Qualifications * Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience. * Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders. * Strong knowledge of cryptography and PKI solutions. * Proven ability to manage complex projects and multiple priorities. * Strong analytical skills and experience with support metrics and data analysis. * Ability to lead and mentor teams effectively. * Strong communication and interpersonal skills. * Ability to handle escalations and resolve conflicts. * Understanding of ITIL or NIST framework and support processes. * Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.#LI-NA1 Compensation Salary will be commensurate with experience.  Culture, Career Opportunities and Benefits We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.  Here are just some of the initiatives that make our culture special:   * Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change. * Comprehensive benefit coverage globally. * Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support. * Competitive time off globally. * Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. * DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. * The Keyfactor Alliance Program to support DEIB efforts. * Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. * Global Volunteer Day, company non-profit matching, and 3 volunteer days off. * Monthly Talent development and Cross Functional meetings to support professional development. * Regular All Hands meetings – followed by group gatherings. Our Core Values Our core values are extremely important to how we run our business and what we look for in every team member:   Trust is paramount.   We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.   Customers are core.   We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.   Innovation never stops, it only accelerates.   The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.   We deliver with agility.    We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.   United by respect.    Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.   Teams make “it” happen.   Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.   Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.  REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. [Keyfactor Privacy Notice](https://www.keyfactor.com/privacy-policy/) Show more [Apply now >](https://jobicy.com/jobs/157128-team-lead-customer-support-2.md) > Annual salary information is not provided for this position. 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