Support Engineer Lazio

Support Engineer
Roma
Lazio, Lazio

Your missionAre you ready to make a real impact in a fast-growing tech company? As our first Support Engineer, you'll not only solve challenging technical issues but also play a key role in building a world-class support function from scratch. At Keyless, we are pioneering privacy-first biometric authentication in the cybersecurity space, helping organizations protect sensitive data without compromising user privacy. As the vital link between our customers, first-line support, and engineering, you'll troubleshoot, refine processes, and pave the way for scalable growth.

This is a unique chance to be the first technical expert in the function, with the opportunity to shape its future and grow into a leadership role as the company scales. If you're proactive, technically skilled, and ready to make an impact, we want to hear from you.

You will be responsible for resolving technical issues, improving support workflows, and contributing to the growth of the support function. Specifically, you will:

Investigate, test, and reproduce customer-reported issues to identify root causes. Act as a buffer between first-line support and engineering, escalating only advanced or confirmed bugs. Collaborate closely with engineering teams to resolve complex technical problems. Build and document scalable support processes to ensure operational efficiency as the team grows. Maintain detailed records of issues, solutions, and workarounds in a knowledge base. Provide feedback to product and engineering teams based on recurring customer issues. Assist in training first-line support staff to improve issue resolution at the initial point of contact. Lay the groundwork for the technical support function and position yourself to grow into a leadership role as the team expands. Your profileStrong troubleshooting and problem-solving skills, with a methodical approach to diagnosing issues. Experience working with software systems such as a CRM or ticketing system, including testing and debugging. Solid understanding of networking, operating systems, and common troubleshooting tools. Ability to communicate technical concepts clearly and effectively to both technical and non-technical audiences. Detail-oriented with excellent organisational and documentation skills. A proactive mindset with the ability to prioritise and manage multiple tasks in a fast-paced environment. Experience in a customer support or technical role in a software or tech company. An interest in building processes and taking on greater responsibility as the function grows. Why us? A high-impact role in a growing tech startup where your work will directly contribute to customer satisfaction. The opportunity to shape and build out the technical support function from the ground up. Clear progression opportunities into a leadership role as the company scales. A collaborative and diverse team of about 50 colleagues from various disciplines. Flexible working arrangements, including remote work within the EU timezone. An Employee Stock Ownership Plan (ESOP), giving you equity in the company.

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