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Published 2023-10-16

Implementation Engineer


Type of job: Remote
Country: United States
City: Chicago
Company: Keeper Security, Inc.

Description of the offer

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our next-generation privileged access management solution deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

Job Summary

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

Responsibilities

 

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

Requirements

  • Bachelor’s degree in computer science, information technology, or a related field
  • Minimum of 5+ years progressive experience in SaaS support and/or implementation
  • Salesforce experience
  • 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
  • Versed in Python
  • Advanced knowledge in on prem/cloud/hybrid environments
  • Experience in SaaS deployment with security software experience preferred
  • Strong understanding of SaaS architecture, cloud technologies, and software integration
  • Proficiency in programming languages, APIs, and data manipulation
  • Proven experience in SaaS implementation, technical support, or a related role
  • Proficiency in leading external client 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

Preferred Qualifications:

  • PMP Certification
  • Certifications related to SaaS or cloud technologies are a plus.
  • Previous experience working with clients in a technical support or implementation capacity.
  • Versed in Python

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

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: Exempt


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