About Keeper

Keeper Security is transforming the way businesses and individuals protect their passwords and sensitive digital assets to significantly reduce cyber theft. As the world's leading password security platform, Keeper helps millions of people and thousands of businesses substantially mitigate the risk of a data breach. Keeper is PCMag's Best Password Manager for 2019 and 2020 and is a portfolio company of Insight Partners, a leading venture capital and private equity firm investing in high-growth technology and software companies that are driving transformative change in their industries.

Job Summary

Shift: Wednesday - Sunday, 6pm-2am CST

The Systems Support Engineer will work directly with the Sales Engineers and Business Support team in an effort to support 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 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. Technical troubleshooting skills are a must in this fast paced environment as well as a “nothing is impossible” mindset. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills.

Responsibilities

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
• Coordinate and run on-boarding and trainings
• 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 products
• 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

Requirements

Minimum Requirements

• Bachelor's Degree or equivalent experience
• 5+ years’ experience in IT management and System Administration
• Mac OSX, Windows & Linux administration and troubleshooting experience
• Must have strong command for Linux Shell and PowerShell
• Advanced knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP
• Advanced knowledge in Single Sign On (SSO) environments
• Advanced knowledge in on prem/cloud/hybrid environments

Preferred Requirements

• Excellent communication and time management skills
• Mac OSX, Windows & Linux administration and troubleshooting experience
• Ability to adapt, overcome objections, and learn complex solutions
• Versed in Python
• Holds a customer service mindset

Benefits

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Non-Exempt