Implementation Engineer

Description

Keeper is hiring a driven, Implementation 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 who live near our global headquarters in Chicago, Illinois.

Join one of the fastest-growing cybersecurity companies and gain valuable skills while onboarding and supporting our customers as they integrate our platform into their business processes.

About Keeper

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.

About the Role

As the SaaS Implementation Engineer you are responsible for guiding customers through the process of integrating and implementing Keeper within our customer’s environment, ensuring a seamless transition from onboarding to full utilization. This role involves understanding customers’ business needs, configuring our Keeper software to meet those requirements, providing technical support, and collaborating with cross-functional teams.

Responsibilities

• Collaborate with customers to understand their specific business needs and objectives for using our services, conducting thorough needs assessments to gather requirements and tailor the implementation plan accordingly
• Configure Keeper to meet the unique requirements of each customer, ensuring optimal system performance and usability while customizing features, workflows, and integrations based on customer specifications
• Develop and deliver training sessions to educate customers on using Keeper effectively and efficiently
• Create comprehensive documentation, user guides, and knowledge resources to support customers in using the software
• Offer continuous level 2 related technical support to customers, adeptly troubleshooting issues and efficiently resolving any concerns as they arise while proactively recognizing and rectifying project-related risks and issues, promptly escalating them when required
• Maintain accurate records of customer configurations, customizations, and communication to ensure a comprehensive understanding of each implementation
• Collaborate with cross-functional teams, including product development, sales, and customer success, to ensure alignment and successful customer implementations
• Participate in internal meetings to provide insights into customer needs and help improve Keeper based on feedback
• Effectively oversee multiple implementation projects concurrently, ensuring their timely delivery within predefined scope while maintaining consistent and transparent communication of project status and progress to internal stakeholders and customers, promptly addressing any arising issues or concerns

Requirements

• 5+ years of progressive experience in SaaS implementation, technical support, or a related role
• Experience in SaaS deployment with security software experience preferred
• Working knowledge and hands on experience with Salesforce preferred
• Experience with Google docs and MS-office tools
• 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 on prem/cloud/hybrid environments
• Strong understanding of SaaS architecture, cloud technologies, and software integration
• Proficiency in programming languages, APIs, and data manipulation
• Proficiency in leading external customer engagements
• Excellent communication and interpersonal skills, with the ability to effectively manage client relationships
• Excellent problem-solving skills and ability to troubleshoot technical issues effectively
• Ability to work independently and as part of a team, across global regions and time zones
• Bachelor's degree in computer science, information technology, or a related field (or equivalent practical experience)
• Preferred
• PMP Certification and/or other Certifications related to SaaS or cloud technologies are a plus
• IT experience
• Versed in Python
• The ability to communicate in both French and English, verbally and in writing, is preferred

Benefits

• 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
• Classification: Exempt
• This notice explains how the company processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be the company Inc. (US), the company EMEA Ltd. (Ireland), or the company APAC K.K (Japan).
• Data We Collect
• Information You provide:
• Contact details, CV/resume, cover letter
• Employment history, qualifications, work eligibility
• Application responses and uploaded documents
• Information We generate:
• Interview notes, assessments, communications
• Scheduling information
• Information From Others:
• Recruiter/referral information who submit your profile
• References (with your consent, before final offer)
• Public professional profiles
• Background verification (post offer)
• Voluntary Diversity and Equal Opportunity Information
• We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements
• How We Use Your Data
• Assess your application and suitability
• Manage interviews and recruitment workflow
• Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)
• Comply with employment law obligations
• Legal Basis
• Legitimate Interests (recruitment management, security and integrity of the hiring process)
• Contracting steps (for progressed candidates)
• Legal and regulatory compliance obligations; explicit consent where required
• Who We Share Information With
• Internal:
• HR, hiring managers, interviewers, IT support for system administration
• Note - diversity and equal opportunity data is not shared with hiring managers.
• Third Parties:
• Service providers who assist with:
• Applicant tracking, recruitment systems and assessment providers
• Background verification vendors (post offer)
• Recruitment agencies (where applicable)
• Tools to support communication, collaboration and to securely store your data
• Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.
• International Transfers
• Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.
• Security
• We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.
• Retention
• We keep your data for 24 months from your last application activity, then delete or anonymize it.
• Exceptions:
• You opt into our talent database for further retention by providing consent (extended retention)
• You're hired (transfers to employee records)
• Your Rights
• You have the following rights and can contact us at the email below to exercise them:
• Access, correct, or delete your data, subject to applicable law and retention requirements
• Object to or restrict processing
• Withdraw consent (where applicable)
• Request data portability
• Lodge a complaint with your data protection authority
• When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.
• Automated Decisions
• Keeper does not make hiring decisions using solely automated processing.
• Contact - Candidates can send privacy questions to: the company's site