Principal Support Engineer

Meet Yubico: the creator of the most secure passkeys and leading provider of hardware authentication security keys. Our company’s mission is to make secure login easy and available for everyone. Yubico was founded in 2007 by Stina and Jakob Ehrensvard, and is public on Nasdaq Stockholm Main Market: YUBICO. Our customers include Fortune 500 companies, hundreds of government agencies and millions of individuals in over 160 countries that rely on Yubico technology to secure access to computers, online services and mobile apps. Our global customer base includes organizations of varying sizes, from large corporations such as Google, Amazon, Microsoft and Hyatt, to companies like Dyson. We are a global company with a strong company culture and employees located in over 14 countries. Yubico’s headquarters are based in Stockholm, Sweden, Santa Clara, CA and Singapore. Aligned with our mission to make the internet more secure for everyone, Yubico donates YubiKeys to organizations helping at-risk individuals through our philanthropic initiative, Secure it Forward. 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. Active Directory: Previous experience in domain administration, including advanced knowledge of Active Directory Certificate Services deployment and advanced troubleshooting. Preferred Qualifications: 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 . Canadian benefits designed for your overall well-being: 1,200 CAD per year - Wellness benefit $3,000 USD - Continuing Education Stipend Vacation - Paid Time Off - 15 days Sick Days - 10 days Occupational Pension - Yubico offers a pension fund and contributes up to 5% of base salary Company Health Insurance - Health insurance offered to employees (medical and dental). You can decide to enroll or not. We do pay for it if you do. (SunLife) #LI-Remote We are an equal opportunity employer, we value diversity and uphold an inclusive environment where all people feel that they are equally respected and valued. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, age, marital status, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. We'd love to learn about what you can add to our diverse team. We are an E-Verify Participating Employer. Yubico does not accept agency resumes or referrals so please do not send them to our careers staff or employees. Yubico is not responsible for any fees related to unsolicited resumes or referrals. Personal data submitted through this form is used for managing Yubico’s recruitment activities, which include facilitating any application you make, setting up and conducting interviews and tests for applicants, evaluating and assessing results and selecting candidates, and as otherwise needed in our recruitment and onboarding processes. The use of your personal data may also be necessary prior to entering into a contract with you (that is prior to offering you a job with Yubico). Your personal data will only be used for the purposes for which it was collected and in accordance with the Yubico Privacy Notice . We only keep your personal data for as long as necessary and in compliance with Yubico’s record retention policies. If you have asked us to, we will keep you informed of other opportunities at Yubico. We do this in various ways, including email and by phone. If at any time you do not want us to contact you or use your information as described herein please contact us at [email protected] to let us know and we will delete all such information. Providing your personal data is voluntary, but necessary to join our talent community, and if you do not agree to provide your data, we will not be able to consider you as part of our talent community. As part of providing the requested service, we will transfer your data to be processed by Greenhouse Software Inc. , a service provider contracted by Yubico AB and/or its subsidiaries that meets legally mandated privacy requirements. The Yubico Privacy Notice offers more information about Yubico privacy practices, including the lawful basis for processing of personal data, how to lodge a complaint with the supervisory authority, and how to contact Yubico to exercise your data subject rights. In this notice, when we refer to "Yubico", "us", "we" or "our", we mean the Yubico group company or companies that you apply to, or correspond with, and which are responsible for any personal data collected about you.