Escalations Engineer

Keeper Security is hiring an Escalations Engineer to provide advanced technical support and consulting for enterprise customers. This role requires deep technical expertise, strong troubleshooting skills, and the ability to communicate effectively with customers and internal teams. As the final escalation point for complex and high-impact issues, you will resolve technical challenges, guide customers on best practices, and help ensure seamless deployments of Keeper’s Privileged Access Management (PAM) solutions. This is a 100% remote position with an opportunity to work a hybrid schedule for candidates based in the El Dorado Hills, CA or Chicago, IL metro area.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and help us maintain and improve the quality of the product delivered to our customers.

About Keeper

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our award-winning, zero-trust, privileged access management platform deploys in minutes and seamlessly integrates with any tech stack and identity application to provide visibility, security, control, reporting and compliance across an entire enterprise. Trusted by millions of individuals and thousands of organizations, Keeper is an innovator of best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Job

As an Escalations Engineer, you will own resolution of the most complex customer cases, serving as a bridge between customers, B2B/consumer support, and Keeper’s engineering teams. You will troubleshoot advanced issues across Keeper’s platform, including Kubernetes, containerization, SSO/SCIM provisioning, and cloud integrations. Beyond solving escalations, you will contribute to improving product quality, advocate for customer needs, and help shape scalable escalation processes. Your goal is to not only resolve escalated cases efficiently but also empower customers to realize the full value of Keeper’s solutions.

Responsibilities

• Provide expert-level support for Keeper’s Enterprise and MSP customers, managing escalations from Tier 1 and Tier 2 teams
• Troubleshoot complex issues across Keeper’s platform, including Kubernetes deployments, containerization, SSO/SCIM provisioning, Active Directory, and PAM integrations
• Act as the final escalation point for high-impact, time-sensitive cases, ensuring resolution within SLA commitments
• Engage directly with customers via email, video calls, and screen-sharing, providing personalized technical assistance
• Collaborate with Engineering, QA, and Product teams to resolve defects and advocate for customer-driven feature improvements
• Design and implement temporary workarounds when permanent fixes are pending, ensuring continuity of customer operations
• Contribute to technical documentation, tooling, and knowledge base resources to improve support efficiency
• Partner with the Escalations Engineering Team Lead to develop escalation processes, optimize troubleshooting workflows, and define support strategies

• 5+ years of experience in technical escalations, systems engineering, or advanced support roles
• Strong expertise in Kubernetes and containerization (Docker, cloud containers)
• Deep knowledge of Identity and Access Management (IAM) and Privileged Access Management (PAM)
• Proficiency with Active Directory, SSO (SAML 2.0), and SCIM provisioning
• Experience with cloud platforms (AWS, Azure, GCP)
• Excellent problem-solving and analytical skills, with the ability to quickly dissect and resolve complex issues
• Strong interpersonal and communication skills, with the ability to consult directly with enterprise customers

Preferred Qualifications

• Experience with identity providers such as Okta and Entra ID, including Conditional Access Policies
• Background in security, IAM, or other enterprise SaaS solutions
• Prior experience working in high-security or compliance-driven environments (FedRAMP, IL5, SOC 2)
• Familiarity with Keeper’s platform and tools
• Ability to adapt quickly in a dynamic environment and mentor others in escalation processes
  

• Medical, Dental & Vision (inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401K (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Exempt