Systems Support Engineer, EMEA (Weekend Shift)
Keeper is hiring a driven Systems Support Engineer to join our B2B EMEA support team. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.
Keeper's cybersecurity software is trusted by millions of people and thousands of organisations, globally. Keeper is published in 21 languages and is sold in over 120 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 transforming cybersecurity for people and organisations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform 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 organisations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats 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: Wednesday-Sunday, 8:30am-5:00pm
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, prioritised, 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
- 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
- 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
- Onsite lunches
- Private healthcare (no wait period)
- Pension contribution (no wait period)
- Sick Pay
- Bike-to-Work Scheme (if local)
Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.