Systems Support Engineer

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

📋 Description

• Deliver technical support via phone, email, and online inquiries.

• Act as a customer advocate by tracking, prioritizing, resolving, and integrating serviceability and product quality concerns into the product release process.

• Assist clients with the installation and deployment of Keeper’s software solutions.

• Monitor and manage support cases to ensure prompt resolution and follow-up.

• Identify, document, and resolve customer issues and product challenges.

• Elevate critical customer situations to management and engineering teams for expertise.

• Communicate technical challenges and solutions to engineering, QA, sales, support teams, and customers.

• Provide intricate technical support and resolution analysis as part of Keeper’s post-sale technical support and customer experience.

⛳️ Requirements

• Over 5 years of experience in IT Management and System Administration.

• Practical experience with Mac OS X, Windows, and Linux administration and troubleshooting.

• Experience in working with Single Sign-On (SSO) environments.

• Familiarity with setting up and configuring Active Directory.

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

• Strong proficiency in Linux Shell and PowerShell.

• Extensive understanding of prem/cloud/hybrid environments.

• Basic knowledge of Python.

• Bachelor’s Degree or equivalent experience is preferred.

• Experience in working with and troubleshooting identity access management solutions, including PAM (Privileged Access Management) is preferred.

• Ability to adapt, overcome objections, and grasp complex solutions is preferred.

• Excellent time management and communication skills are preferred.

🏝️ Benefits

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

• Employer-paid Life Insurance & Employee/Spouse/Child Supplemental Life Insurance.

• Voluntary Short/Long Term Disability Insurance.

• 401k options (Roth/Traditional).

• A generous PTO policy that acknowledges your commitment and seniority (including paid Bereavement/Jury Duty, etc.).

• Above-market annual bonuses.

• 100% remote position available for select locations.

• Opportunity to work a hybrid schedule for candidates located in the Chicago, IL metro area.