Senior Systems Support Engineer
Keeper is hiring a driven Senior Systems Support Engineer to join our B2B support team. This is a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the 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 gain valuable skills while providing complex technical support and resolution analysis.
About Keeper
Keeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.
About the Role
Join an elite team of highly skilled Systems Support Engineers and Sales Engineers, to play a key role in the company’s post sale technical assistance and customer experience. This position is responsible for performing technical support for clients and providing resolution analysis on various technical issues. The Senior Systems Support Engineer works closely with Keeper’s business customers and must possess the ability to communicate technical information to users with a varying level of technical experience.
Responsibilities
- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
- Assist customers in the installation and deployment of Keeper’s software product
- Track and monitor all support cases to ensure timely resolution and follow-up
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and engineering expertise
- Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base
- Act as a subject matter expert on our platform, providing guidance and mentorship to support engineers.
- Develop and maintain technical documentation, knowledge base articles, and best practices guides for internal and external use
- Proactively identify opportunities for system enhancements and optimization to improve reliability, performance, and user experience
- Effectively communicate with customers in both Japanese and English, through writing and speaking
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 8+ years’ experience in IT management and System Administration
- Hands on experience with Mac OSX, Windows & Linux administration and troubleshooting
- Experience working with Single Sign On (SSO) environments
- Experience working with Docker and Kubernetes
- Advanced knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP
- Excellent command of Linux Shell and PowerShell
- In depth knowledge of prem/cloud/hybrid environments
- Experience with scripting or programming languages (e.g., Python, PowerShell)
Preferred Requirements
- Bachelor's Degree or equivalent experience
- Ability to adapt, overcome objections, and learn complex solutions
- Excellent time management and communication skills
- Relevant certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are desirable but not required.
- 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: Non-Exempt
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Established in 2011, Keeper Security is the creator of the leading cybersecurity platform for preventing password-related data breaches and cyberthreats. The company is headquartered out of Chicago, IL.
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