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 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).

At Yubico, we offer:

Freedom and Flexibility: At Yubico, we want you to be your most productive selves whether you decide to work 100% from home or choose to work hybrid/onsite. The way we balance the fast-paced demands of a high-growth company and sustainability is making rest a priority.

Yubico Values: We work to ensure that our employees have an open space to have their voices amplified to create a workplace where everyone feels like they belong. In support of this, our employees have created some pretty cool Employee Resource Groups that foster inclusion, help build community and connection across Yubico. Additionally, Yubico donates YubiKeys to organizations in need all over the world (you can read more about our work here).

Social Connection: Relationships and connectedness matter, and we love spending time with our team! Our virtual workspace keeps us connected day-to-day whether it's through Yubico celebrating wins or our buzzing Slack communities. Check out our Life at Yubico Page on LinkedIn and our awards here.

U.S. benefits designed for your overall well-being:

Health coverage. We’ve got you covered with top of the line health plans, including dental and vision. We pay 100% of your premium and 85% for your family.

Retirement plan. Our retirement plan includes a 401K dollar per dollar match up to 6% with a cap of $6K/year. Immediate vesting.

Wellness reimbursement. We offer $1,200.00 in wellness earnings (prorated based on start date) that you can use on your gym membership, a massage, or your favorite online fitness classes. This is a taxable benefit if you choose to participate.

Learning and development. We encourage your professional growth and offer a yearly development stipend of $3,000 and mentorship program. 

Time off. We offer a total of 15 vacation days plus 10 holidays, and 7 sick days a year.

Paid parental leave. We love welcoming new family members to our YubiTeam! All parents receive 8 weeks of paid leave. Birthing parents receive an additional 8 weeks of paid leave (16 weeks total). 

Commuter Benefits. If you need to commute to the office, we offer commuter benefits. 

Strong mission & company values. We’re a global team on a global mission to make the internet more secure for everyone. We believe that every person’s work matters. That you should always be nice, stay humble, and have fun, and never take yourself too seriously.

_#LI-Remote