Implementation Engineer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Collaborate with clients to gain insight into their unique business requirements and goals, conducting needs assessments and customizing implementation strategies.

• Configure Keeper to align with client specifications, including the customization of features, workflows, and integrations.

• Design and deliver training sessions for customers.

• Produce documentation, user manuals, and knowledge resources.

• Provide ongoing level 2 technical support, troubleshoot and resolve issues, and escalate risks as necessary.

• Keep precise records of customer configurations, customizations, and communications.

• Work in conjunction with product development, sales, and customer success teams.

• Engage in internal meetings and offer customer insights to enhance Keeper.

• Manage multiple implementation projects simultaneously, ensuring timely delivery within scope and keeping stakeholders and customers informed of project status.

⛳️ Requirements

• Over 5 years of relevant experience in SaaS implementation, technical support, or a similar role.

• Experience in SaaS deployment, preferably with security software.

• Practical knowledge and hands-on experience with Salesforce is preferred.

• Familiarity with Google Docs and MS Office tools.

• Experience in administering and troubleshooting Mac OSX, Windows, and Linux systems.

• Strong expertise in Linux Shell and PowerShell is essential.

• Advanced understanding of Firewalls, Active Directory environments, DNS Servers, Authentication protocols, and LDAP.

• In-depth knowledge of on-premise, cloud, and hybrid environments.

• Solid grasp of SaaS architecture, cloud technologies, and software integration.

• Proficient in programming languages, APIs, and data manipulation.

• Experienced in leading engagements with external customers.

• Exceptional communication and interpersonal skills, with the ability to manage client relationships effectively.

• Strong problem-solving skills and an ability to troubleshoot technical issues efficiently.

• Capability to work independently and collaboratively as part of a team across various global regions and time zones.

• Bachelor's degree in computer science, information technology, or a related field (or equivalent practical experience).

• PMP Certification and/or other relevant certifications related to SaaS or cloud technologies are a plus.

• IT experience is required.

• Proficient in Python.

• Proficiency in both verbal and written communication in French and English is preferred.

🏝️ Benefits

• Medical, Dental & Vision coverage (including domestic partnerships).

• Employer-paid Life Insurance & Supplemental life coverage for employees, spouses, and children.

• Voluntary Short/Long Term Disability Insurance.

• 401K options (Roth/Traditional).

• A generous PTO plan recognizing your commitment and seniority (including paid Bereavement, Jury Duty, etc.).

• Competitive annual bonuses above the market rate.

• Fully remote position available from select locations.

• Opportunity for a hybrid work schedule for candidates residing near the global headquarters in Chicago, Illinois.