About the role:
Keeper is hiring a driven Bilingual (German) Implementation Engineer to join our EMEA B2B Support team. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.
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 gain valuable skills while onboarding and supporting our customers as they integrate our platform into their business processes.
Keeper Security is a leading cybersecurity software company that protects thousands of organizations and millions of people in more than 150 countries. Keeper delivers a powerful zero-trust and zero-knowledge solution built to meet the stringent requirements of public sector IT environments. Its flagship offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects users, devices and critical infrastructure from cyber attacks. Recognized in the Gartner® Magic Quadrant™ for Privileged Access Management (PAM), Keeper combines robust compliance with unmatched visibility and control. With industry-leading certifications, Keeper provides the security assurance public sector organizations require.
As a 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's solutions to meet the unique requirements of each customer, ensuring optimal system performance and usability while customizing features, workflows, and integrations based on customer specifications
•Communicate with German speaking customers, both verbally and in writing
•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
•Must be bilingual, native German with English fluency (both verbal and written)
•Experience in SaaS deployment with security software experience preferred
•Working knowledge and hands on experience with Salesforce preferred
•Experience with Google office tools
•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)
•PMP Certification and/or other Certifications related to SaaS or cloud technologies are a plus
•IT experience
•Versed in Python
Benefits:
•Onsite lunches
•Private healthcare (no wait period)
•Pension contribution (no wait period)
•Sick Pay
•Bike-to-Work Scheme (if local)
