Job description
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 organisations, globally. Keeper is published in 21 languages and is sold in over 120 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.
About Keeper
Keeper Security is transforming cybersecurity for people and organisations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform 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 organisations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.
About the Role
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 utilisation. 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 customising 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 recognising and rectifying project-related risks and issues, promptly escalating them when required
Maintain accurate records of customer configurations, customisations, 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
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 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
Onsite lunches
Private healthcare (no wait period)
Pension contribution (no wait period)
Sick Pay
Bike-to-Work Scheme (if local)
Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
