Mark Robson Hons

Senior Manager Customer Support @Keyfactor

GB

As a leader at Keyfactor, I manage a globally distributed team of Technical Security Engineers across Australia, the UK, EU, and the USA. My focus is on delivering world-class technical support for Public Key Infrastructure (PKI) and cybersecurity solutions, ensuring customer success and operational excellence in a 24/7 global environment.With a strong technical foundation in cryptography, hardware security modules (HSMs), and PKI frameworks, particularly EJBCA and SignServer, I oversee complex resolutions to technical problems across SaaS (aws), cloud-native, virtual appliance, and source-code implementations. My role requires advanced Linux, security and PKI expertise to guide resolution delivery, troubleshooting, and customer enablement.I drive operational performance by ensuring high service level achievements (SLAs), optimizing mean time to resolution (MTTR), improving first-time resolution rates (FTRs), and maintaining exceptional customer satisfaction (CSAT). I lead high-severity incident response from initiation through resolution, including stakeholder coordination, root cause analysis, and post-incident auditing to meet security and compliance standards.In addition to technical operations, I coordinate cross-functional collaboration with departments such as Customer Success, Product Development, and Sales, delegating workload efficiently, aligning priorities, and ensuring a seamless customer experience. I lead regular interdepartmental meetings, champion process improvement initiatives, and foster a culture of innovation to continuously enhance support delivery and product quality.My leadership is rooted in technical credibility, cross-functional partnership, and a customer-first mindset. In recognition of my contributions, I was honoured with Keyfactor’s Key Contributor Award in December 2024.

(ISC)2

CISSP, Computer and Information Systems Security/Information Assurance

QA Training Newcastle

VMware vSphere: Install, Configure, Manage (v5.5), Virtual Machines

Leeds Beckett University

Bachelor of Science (BSc), Applied Computing in Business

The Open University

Introduction to Cyber Security

Qualified Stratus Certified Implementation Specialist (SCIS) for EverRun Enterprise

EverRun Enterprise

Comptia

Comptia Security+, Information Security