Description
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 23 languages and is sold in over 150 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
Requirements
- 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
Preferred Requirements
- 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
Benefits
- 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.
Keeper Candidate Privacy Notice
This notice explains how Keeper Security 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 Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).
1. 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
2. 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
3. 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
4. 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.
5. 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.
6. Security
We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.
7. 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)
8. 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
If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.
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.
9. Automated Decisions
Keeper does not make hiring decisions using solely automated processing.
10. Contact - Candidates can send privacy questions to: [email protected]
