About Keyfactor

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Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

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Title: Senior Associate Solutions Engineer

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Location: Spain; Madrid or Barcelona

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Experience: Associate (IC2)

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Job Function: Solutions Engineering & Customer Success

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Employment Type: Full-Time

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Industry: Computer & Network Security

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Job Summary

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The Senior Associate Solutions Engineer will build on foundational skills by delivering increasingly sophisticated technical support and solutions to clients. Work closely with the sales team to customize solutions according to customer requirements, while beginning to forge stronger client relationships.

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In 2019, Keyfactor decided to widen its investment and acquired Redtrust, a Spanish company pioneer in the management of people's identity through the custody and management of digital certificates. Redtrust has a strong reputation for providing top-notch products and services in Spain. As a Senior Associate Solutions Engineer, you’ll support Sales Team, understanding customer needs and addressing the right solution to accomplish their business needs, from a technical point of view. You will be responsible for creating the product purchased by the customer and help to release to prod. You will help Customer Success Department in Customer Loyalty strategies, such as Webinars, trainings, and renewals. You will interface with support and engineering on various products. People who do well in this role are excited to work directly with customers, enjoy customer needs, and have excellent communication skills. Focused on Spanish market, you need to be fluent in Spanish, but nice to have if you speak Portuguese.

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The position is based in Madrid or Barcelona office, we have hybrid work pattern with excellent flexible work policy. Applicants must be based in Spain and must hold valid Right to Work for Spain.

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Job Responsibilities

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• Provide advanced technical support and solutions to clients, demonstrating expertise in the product or service offerings. You will act as a technical resource, helping customers and Redtrust sales representatives answering technical questions
• Collaborate effectively with the sales team on business development, understanding and addressing customer needs and preferences, supporting upselling and cross-selling strategies by addressing technical concerns. 
• Tailor solutions to meet specific customer requirements, ensuring high levels of satisfaction, acting as a trusted advisor by capturing business requirements and sharing them with the appropriate departments (Product, Sales, Marketing, Finance, etc.). 
• Continuously enhance technical knowledge and skills to address increasingly complex challenges and act as technical master in Customer Success department. 
• Serve as the primary point of contact (SPOC) for clients during the onboarding process, ensuring a smooth experience and high levels of satisfaction. 
• Maintain high levels of customer satisfaction and accomplish customer experience levels
• Collaborate in Customer Success department in customer loyalty strategies, such as Webinars and trainings. 
• Understand and analyze customer needs. 
• Support sales processes through various tasks and activities, developing a strong foundational understanding of the product and its applications. 

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Minimum Qualifications, Education, And Skills

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• Bachelor's degree or equivalent experience. 
• Demonstrable experience in a similar role, ideally providing B2B support
• Demonstrated ability to deliver technical support and solutions to clients. 
• Some experience in collaborating with sales teams and tailoring solutions to customer needs. 
• Proficiency in delivering technical support and solutions to clients, ensuring efficient problem resolution and aligning customer needs with the right product portfolio. 
• Collaboration skills to work effectively with sales teams and customize solutions. 
• Initiative to continuously improve technical knowledge and skills, and internal processes, actively contributing ideas for optimization. 
• Analytical and creative abilities to assess customer needs and tailor solutions accordingly. 
• Excellent interpersonal skills, including ability to explain and communicate ideas, often in a persuasive manner, to build trusted relationships with customers
• You have strength in multi-tasking, prioritization, attention to detail and organization
• Good knowledge of Windows operating system, at an administrator level, in both server and workstation environments
• Good knowledge of virtualization environments, like VMWare, HyperV, MS Azure. 
• Some knowledge in ticketing tools (Jira is a plus!)
• Good level in English

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Compensation

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Salary will be commensurate with experience. 

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Culture, Career Opportunities And Benefits

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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. 

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Here are just some of the initiatives that make our culture special:  

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• Second Fridays (a company-wide day off on the second Friday of every month). 
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US). 
• Generous paid parental leave (US). 
• 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. 
• Unlimited time off (US) and competitive time off globally. 
• Monthly Talent development and Cross Functional meetings to support professional development. 
• Regular All Hands meetings – followed by group gatherings. 

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Our Core Values 

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Our core values are extremely important to how we run our business and what we look for in every team member:  

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Trust is paramount.  

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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.   

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Customers are core.  

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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.   

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Innovation never stops, it only accelerates.  

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The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.   

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We deliver with agility.   

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We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.  

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United by respect.   

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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.   

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Teams make “it” happen.  

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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.   

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Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities. 

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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.

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