Senior Software Support Engineer

| El Dorado Hills, CA +80 more | Remote | Hybrid
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Keeper is hiring a Senior Software Support Engineer who will play a critical role in providing technical assistance to our clients, particularly involving complex configuration issues and advising on best practices.

Keeper’s cybersecurity software is trusted by millions of users and thousands of organizations, globally. Join one of the fastest-growing cybersecurity companies and be responsible for providing high-level technical support for our customers.

About Keeper

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.

About the Job

You will solve customer issues and enable customers to get the most value from our products. This position requires a strong background in software engineering and the ability to collaborate effectively with our B2B and Consumer Support teams and our customers.

Responsibilities

  • Offer timely software support for Keeper Business, Enterprise, and MSP customers
  • Resolve complex technical issues, such as bugs, advanced single sign-on (SSO) provisioning, Active Directory, and issues related to Keeper's Developer API
  • Manage escalations from the B2B Support Team in Jira
  • Provide advanced troubleshooting through: Phone, email, chat, community & social media
  • Collaborate directly with customers to maintain customer-level configuration and guide them on best practices
  • Coordinate with Engineering, Quality and Product teams, as needed to successfully troubleshoot and resolve issues
  • Create workaround solutions when standard procedures are unsuccessful
  • Ensure that all questions in the support queue are handled promptly, following Keeper's SLA Response Time
  • Assist the team lead with developing tools, processes, troubleshooting flows, and support strategies to better support Keeper’s customers

Requirements

  • 5+ years proven experience as a Software Support Engineer, or a similar role
  • Excellent problem-solving skills and the ability to address complex technical issues
  • Strong knowledge of Active Directory, SSO provisioning, and API's
  • Exceptional interpersonal and communication skills, with an emphasis on customer service
  • Familiarity with Keeper's tools and technologies is desirable

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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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages

An Insider's view of Keeper Security, Inc.

What's something quirky about your company?

We've got some really great personalities in the office, nicknames, inside jokes, etc. Everyone's a big family and we care about each other. I think the quirkiest part about Keeper has to be the people. You're not going to find people like Noah with his dad jokes, Geary the Navy Seal, or Giles doing spot on impressions of everyone just anywhere!

Anne

Senior Inside Sales Representative

What projects are you most excited about?

As far as the most rewarding aspect of my work... that would be seeing the immediate result of what we do, such as seeing the new features we build getting great user reception or watching revenues tick up.

Ibrahim

Software Engineering Team Lead

What makes someone successful on your team?

We’re fortunate to have very special people working at Keeper. They make a sensational product, give our customers awesome support, and have an amazing sense of respect. People who strive for perfection and want to make tomorrow better than today will do very well here. That’s what makes Keeper the best!

Darren

CEO & Co-founder

How do you empower your team to be more creative?

I strive to provide transparency to my team on expectations and how they're performing. As long as they're meeting expectations I encourage them to get creative - there is no perfect process and the best innovation comes from trial and error! With a company growing as quickly as Keeper, there's limitless opportunity to grow and develop new skills.

Connor

Business Sales Development Manager

What projects are you most excited about?

I love the ownership I have to manage marketing campaigns that drive measurable results and grow our business. I see my work in the finished product. Also, there isn’t any red tape here, and we’re encouraged to improve all aspects of the customer journey. I feel awesome about the positive impact our products have which keep our customers safe.

Dan

Director, Digital Marketing

What are Keeper Security, Inc. Perks + Benefits

Keeper Security, Inc. Benefits Overview

Keeper offers a respected work-life balance and a career you can sink your teeth into. You'll work alongside people with a positive attitude who are empowered to make a difference and collaborate with the smartest people on the planet.

Benefits and job perks make a huge difference. At Keeper, we believe benefits are a meaningful piece of the total value proposition and part of what makes Keeper great!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
Remote work program
Most roles at Keeper are eligible for 100% remote work with optional in-office collaboration for those who miss the in-person dynamic (and are located nearby any of our 4 global office locations.)
Diversity
Diversity manifesto
Hiring practices that promote diversity
Diversity recruitment program
We are a global team that is passionate about innovation, creativity and boldness. We hire diverse, talented, growth-minded individuals who are coachable, intuitive, persistent and team driven.
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Keeper offers every full-time employee $50,000 of free group-term life insurance for the duration of their employment.
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Family medical leave
Keeper offers up to 12 weeks of unpaid leave per year for any employee eligible under the Family Medical Leave Act.
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Lunch and learns
Keeper offers numerous lunch and learn opportunities for all segments of our business from Sales, to Marketing, to Management training and beyond.
Promote from within
Customized development tracks
Virtual coaching services

Additional Perks + Benefits

Show Stoppers - A respected work-life balance • A career you can sink your teeth into • Work alongside people with a positive attitude who are empowered to make a difference • Collaborate with the smartest people on the planet • Help dominate the cybersecurity industry which is at the center of attention around the globe.

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