Implementation Engineer

Keeper Security

8h • Remote

About The Position

Keeper is hiring an Implementation Engineer for its B2B Support team. The role guides customers through integrating and implementing Keeper in their environments, supporting a seamless transition from onboarding to full utilization. The engineer learns customers’ business needs, configures Keeper to meet those requirements, provides technical support, and collaborates with cross-functional teams.

This is a 100% remote position from select locations. Candidates who live near Keeper’s global headquarters in Chicago, Illinois, may have the opportunity to work a hybrid schedule. Keeper’s cybersecurity software is used by millions of people and thousands of organizations around the world.

Requirements

• At least 5 years of progressive experience in SaaS implementation, technical support, or a related role.
• Experience with Google Docs and Microsoft Office tools.
• Experience administering and troubleshooting Mac OS X, Windows, and Linux.
• Strong command of Linux Shell and PowerShell.
• Advanced knowledge of firewalls, Active Directory environments, DNS servers, authentication protocols, and LDAP.
• Advanced knowledge of on-premises, cloud, and 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, including the ability to manage client relationships effectively.
• Strong problem-solving and technical troubleshooting skills.
• 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.

Nice To Haves

• Experience with SaaS deployment; security software experience is preferred.
• Working knowledge of and hands-on experience with Salesforce.
• PMP certification and/or certifications related to SaaS or cloud technologies.
• IT experience.
• Familiarity with Python.
• Ability to communicate verbally and in writing in both French and English.

Responsibilities

• Collaborate with customers to understand their business needs and objectives, conduct needs assessments, gather requirements, and tailor implementation plans.
• Configure Keeper to meet customer requirements, including customizing features, workflows, and integrations while ensuring system performance and usability.
• Develop and deliver training sessions to help customers use Keeper effectively.
• Create documentation, user guides, and knowledge resources for customers.
• Provide ongoing Level 2 technical support, troubleshoot and resolve issues, recognize and address project risks, and escalate issues when required.
• Maintain accurate records of customer configurations, customizations, and communications.
• Collaborate with product development, sales, customer success, and other cross-functional teams to support successful implementations.
• Participate in internal meetings, share insights into customer needs, and help improve Keeper based on customer feedback.
• Manage multiple implementation projects concurrently and deliver them on time and within scope.
• Communicate project status and progress transparently to internal stakeholders and customers, and address issues or concerns promptly.

Benefits

• Medical, dental, and vision coverage, including domestic partnerships.
• Employer-paid life insurance and supplemental life insurance for employees, spouses, and children.
• Voluntary short- and long-term disability insurance.
• 401(k) plan with Roth and traditional options.
• Generous PTO plan that recognizes commitment and seniority, including paid bereavement and jury duty leave.
• Above-market annual bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior