Description
Keeper Security is seeking a detail oriented, proactive B2B Customer Support Representative to deliver exceptional technical support, onboarding, and platform troubleshooting to our global enterprise clients. This is a 100% remote position from select locations, with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area.
Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and is sold in over 150 countries. Join one of the fastest growing cybersecurity companies and help empower our enterprise clients through exceptional technical support and customer care.
About Keeper Security
Keeper Security is transforming cybersecurity for people and organizations 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 organizations, 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
The B2B Customer Support Representative plays a key role in driving customer satisfaction and long term success for our enterprise clients. In this role, you will manage incoming technical inquiries across phone, email, and chat, host live onboarding and product training sessions, and collaborate with internal teams to deliver rapid, effective technical support. This position is ideal for an organized, highly resourceful problem solver who is dedicated to providing an exceptional customer experience.
Responsibilities
- Maintain a daily pipeline of incoming tickets, chats, and calls to resolve platform inquiries, account setup requests, and foundational product questions
- Host live troubleshooting calls with clients to guide them through platform features and resolve technical roadblocks
- Master the core Keeper Security product suite, developing deep knowledge across web, desktop, and mobile vault platforms
- Troubleshoot standard technical issues including password resets, multi factor authentication reconfiguration, user permissions, and basic platform error messages
- Follow established standard operating procedures and identify when issues require escalation to Senior Customer Support Representatives or Junior Systems Support Engineers
- Manage individual ticket queues efficiently to maintain strict response times and high resolution rates
- De escalate challenging customer situations with a calm, empathetic approach to turn friction into positive outcomes
- Own assigned operational tasks and small projects, driving them to completion with minimal direct oversight
- Actively engage in cross team syncs and product briefings to maintain deep alignment on new feature deployments and evolving security protocols
- Exercise independent critical thinking to diagnose ambiguous technical issues and deliver timely resolutions when established documentation is unavailable
Requirements
- 1+ years of experience in a business to business technical support environment
- Experience communicating professionally with business stakeholders at all organizational levels
- Hands on experience troubleshooting software issues across operating systems including Windows, macOS, iOS, and Android
- Strong multitasking skills with the ability to manage an active case queue while maintaining accuracy
- Exceptional written and verbal communication skills with a customer focused mindset
- Proficiency with Google Workspace and Microsoft Office productivity suites
- High degree of resourcefulness, self motivation, and adaptability in fast paced environments
- Baseline understanding of digital security, credential management, or basic enterprise identity concepts
- Demonstrated working knowledge of identity and access management fundamentals
- Solid technical understanding of browser extension mechanics, web caching, certificate handling, and multiplatform operating system settings across desktop and mobile devices
Preferred Qualifications
- Relevant entry level industry certifications such as CompTIA Security Plus, CompTIA A Plus, or equivalent technical credentials
- Hands on experience using ServiceNow or Help Scout for case management and incident tracking
- Familiarity with Salesforce, Jira, or equivalent enterprise customer relationship management tools
- Proven background supporting software as a service cloud platforms
- Familiarity with command line interfaces such as Windows PowerShell, macOS Terminal, or basic scripting concepts
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)
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: Non-Exempt
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]
Skills Required
- 1+ years of experience in a business-to-business technical support environment
- Professional communication experience with business stakeholders at all organizational levels
- Hands-on software troubleshooting experience across Windows, macOS, iOS, and Android
- Strong multitasking skills for managing an active case queue accurately
- Exceptional written and verbal communication skills with a customer-focused mindset
- Proficiency with Google Workspace and Microsoft Office productivity suites
- Resourcefulness, self-motivation, and adaptability in fast-paced environments
- Baseline understanding of digital security, credential management, or enterprise identity concepts
- Working knowledge of identity and access management fundamentals
- Technical understanding of browser extensions, web caching, certificate handling, and desktop and mobile operating-system settings
- CompTIA Security+, CompTIA A+, or equivalent technical certification
- Experience using ServiceNow or Help Scout for case management and incident tracking
- Familiarity with Salesforce, Jira, or equivalent enterprise CRM tools
- Experience supporting software-as-a-service cloud platforms
- Familiarity with Windows PowerShell, macOS Terminal, or basic scripting concepts
Keeper Security, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Keeper Security, Inc. and has not been reviewed or approved by Keeper Security, Inc..
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Strong & Reliable Incentives — Sales incentives are described as market‑leading and uncapped, with accelerators that can materially increase earnings for high performers. OTE structures cited for AE roles indicate meaningful upside when quota is achieved.
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Flexible Benefits — Most roles are eligible for fully remote work with optional in‑office collaboration, providing flexibility in work arrangements. Role and location options support hybrid or remote setups across numerous regions.
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Wellbeing & Lifestyle Benefits — Perks include on‑site amenities at some locations (gym, meditation space, snacks/drinks, occasional meals) plus team events and volunteering. A free Keeper Family subscription adds a distinctive lifestyle benefit.
Keeper Security, Inc. Insights
What We Do
Keeper Security is the world's leading cybersecurity software company for securing and managing passwords and digital assets online. We were founded in 2011 and protect millions of consumers and thousands of business clients globally with our best-in-class encryption technology.
Why Work With Us
Working at a successful startup means you have opportunity to do personally fulfilling work and see your work help make history. You’ll be successful at Keeper if you are fearless, love to speak up with your own views, believe it’s best when communication is succinct and rich with solutions, work hard and strive for perfection. Keeper rewards its t
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