Keeper is hiring a driven, Implementation Engineer to join our B2B Support team. This is a 100% remote position from select locations, with an opportunity to work a hybrid schedule for candidates who live near our global headquarters in Chicago, Illinois.
About the RoleAs the SaaS Implementation Engineer you are responsible for guiding customers through the process of integrating and implementing Keeper within our customer's environment, ensuring a seamless transition from onboarding to full utilization. This role involves understanding customers' business needs, configuring our Keeper software to meet those requirements, providing technical support, and collaborating with cross-functional teams.
Responsibilities- Collaborate with customers to understand their specific business needs and objectives for using our services, conducting thorough needs assessments to gather requirements and tailor the implementation plan accordingly
- Configure Keeper to meet the unique requirements of each customer, ensuring optimal system performance and usability while customizing features, workflows, and integrations based on customer specifications
- Develop and deliver training sessions to educate customers on using Keeper effectively and efficiently
- Create comprehensive documentation, user guides, and knowledge resources to support customers in using the software
- Offer continuous level 2 related technical support to customers, adeptly troubleshooting issues and efficiently resolving any concerns as they arise while proactively recognizing and rectifying project-related risks and issues, promptly escalating them when required
- Maintain accurate records of customer configurations, customizations, and communication to ensure a comprehensive understanding of each implementation
- Collaborate with cross-functional teams, including product development, sales, and customer success, to ensure alignment and successful customer implementations
- Participate in internal meetings to provide insights into customer needs and help improve Keeper based on feedback
- Effectively oversee multiple implementation projects concurrently, ensuring their timely delivery within predefined scope while maintaining consistent and transparent communication of project status and progress to internal stakeholders and customers, promptly addressing any arising issues or concerns
Requirements- 5+ years of progressive experience in SaaS implementation, technical support, or a related role
- Experience in SaaS deployment with security software experience preferred
- Working knowledge and hands on experience with Salesforce preferred
- Experience with Google docs and MS-office tools
- Mac OSX, Windows & Linux administration and troubleshooting experience
- Must have strong command for Linux Shell and PowerShell
- Advanced knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP
- Advanced knowledge in on prem/cloud/hybrid environments
- Strong understanding of SaaS architecture, cloud technologies, and software integration
- Proficiency in programming languages, APIs, and data manipulation
- Proficiency in leading external customer engagements
- Excellent communication and interpersonal skills, with the ability to effectively manage client relationships
- Excellent problem-solving skills and ability to troubleshoot technical issues effectively
- Ability to work independently and as part of a team, across global regions and time zones
- Bachelor's degree in computer science, information technology, or a related field (or equivalent practical experience)
Preferred- PMP Certification and/or other Certifications related to SaaS or cloud technologies are a plus
- IT experience
- Versed in Python
- The ability to communicate in both French and English, verbally and in writing, is preferred
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
Classification: Exempt
