Systems Support Engineer
Job Details
Experienced
Chicago - Chicago, IL
Full Time
4 Year Degree
Undisclosed
None
Day
Engineering
Description

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 leading password security platform, Keeper helps millions of people and thousands of businesses substantially mitigate the risk of a data breach. Keeper is SOC 2 Certified, ISO 27001 Certified and utilizes best-in-class encryption to safeguard its customers. 

 

Job Summary:

 

The Systems Support Engineer will work directly with the Sales Engineer 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

  • 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

Qualifications

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 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

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

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