Systems Support Engineer (Night Shift)

Keeper Security, Inc.; Northern (KY); Remote; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Employer Paid Life Insurance

Short/Long Term Disability

401k

Generous PTO

Job summary

Keeper Security, Inc. is hiring a driven Systems Support Engineer (Night Shift) to join our B2B support team.

This role is 100% remote from select locations with a hybrid option for candidates in the Chicago, IL metro area and requires providing complex technical support and resolution analysis. You will work with Keeper’s cybersecurity software to assist business customers, communicate technical information to users, and ensure timely resolution and quality service on diverse issues.

Qualifications

• 5+ years of IT management and system administration experience.
• Experience with Mac OS X, Windows, and Linux administration and troubleshooting.
• Experience with Single Sign-On (SSO) environments and Active Directory configuration.
• Advanced knowledge of firewalls, DNS, authentication protocols, and LDAP.

Responsibilities

• Provide exceptional customer service via phone, email, and online requests.
• Track, prioritize, and resolve support cases; feed into product release cycles.
• Assist customers in installing and deploying Keeper’s software.
• Escalate critical issues to management and engineering teams as needed.
• Clearly document issues and solutions for customers and internal teams.
• Communicate technical issues and solutions to engineering, QA, sales, and support.

Skills

IT Management

System Administration

Mac OS X

Windows

Linux

SSO

Active Directory

Firewalls

LDAP

PowerShell

Python

Hybrid environments

Education

Bachelor's degree or equivalent

Tools

Active Directory

SSO solutions

PowerShell

Job description

Keeper is hiring a driven Systems Support Engineer (Night Shift) 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 23 languages and is sold in over 150 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 one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries 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 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.

Shift: Monday - Friday, 6:00pm-2:00am CT

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 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

• 5+ years of experience in IT Management and System Administration
• Hands on experience with Mac OS X, Windows & Linux administration and troubleshooting
• Experience working with Single Sign On (SSO) environments
• Experience setting up and configuring Active Directory
• 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
• Working knowledge of Python

Preferred Requirements

• Bachelor's Degree or equivalent experience
• Experience working with and troubleshooting identity access management solutions, including PAM (privileged access management)
• Ability to adapt, overcome objections, and learn complex solutions
• Excellent time management and communication skills
• 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