Systems Support Engineer, EMEA (Weekend Shift)

Description

Keeper is hiring a driven Systems Support Engineer to join our B2B EMEA 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 23 languages and is sold in over 150 countries. Join one of the fastest growing cybersecurity companies and gain valuable skills while providing complex technical support and resolution analysis.

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

Join an elite team of highly skilled Systems Support Engineers and Sales Engineers, to play a key role in the company's post sale technical assistance and customer experience. This position is responsible for performing technical support for clients and providing resolution analysis on various technical issues. The Systems Support Engineer works closely with Keeper's business customers and must possess the ability to communicate technical information to users with a varying level of technical experience.

Shift: Wednesday-Sunday, 8:30am-5:00pm

Responsibilities

Provide exceptional customer service while responding to phone, e-mail and online requests for technical support

Represent the customer to ensure serviceability and product quality issues are being tracked, prioritised, resolved, and incorporated into the product release cycle

Assist customers in the installation and deployment of Keeper's software products

Track and monitor all support cases to ensure timely resolution and follow-up

Clearly identify, document, and find solutions for customer issues and product problems

Escalate critical customer situations to the appropriate level of management and engineering expertise

Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

Requirements

5+ years of experience in IT Management and System Administration

Hands on experience with Mac OS X, Windows & Linux administration and troubleshooting

Experience working with Single Sign On (SSO) environments

Experience setting up and configuring Active Directory

Advanced knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP

Excellent command of Linux Shell and PowerShell

In depth knowledge of prem/cloud/hybrid environments

Working knowledge of Python

Preferred Requirements

Bachelor's Degree or equivalent experience

Experience working with and troubleshooting identity access management solutions, including PAM (privileged access management)

Ability to adapt, overcome objections, and learn complex solutions

Excellent time management and communication skills

Benefits

Onsite lunches

Private healthcare (no wait period)

Pension contribution (no wait period)

Sick Pay

Bike-to-Work Scheme (if local)

Keeper Candidate Privacy Notice

This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).

1. Data We Collect

Information You provide:

Contact details, CV/resume, cover letter

Employment history, qualifications, work eligibility

Application responses and uploaded documents

Information We generate:

Interview notes, assessments, communications

Scheduling information

Information From Others:

Recruiter/referral information who submit your profile

References (with your consent, before final offer)

Public professional profiles

Background verification (post offer)

Voluntary Diversity and Equal Opportunity Information

2. How We Use Your Data

Assess your application and suitability

Manage interviews and recruitment workflow

Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)

Comply with employment law obligations

3. Legal Basis

Legitimate Interests (recruitment management, security and integrity of the hiring process)

Contracting steps (for progressed candidates)

Legal and regulatory compliance obligations; explicit consent where required

4. Who We Share Information With

Internal:

HR, hiring managers, interviewers*, IT support for system administration

Note - diversity and equal opportunity data is not shared with hiring managers.

Third Parties:

Service providers who assist with:

Applicant tracking, recruitment systems and assessment providers

Background verification vendors (post offer)

Recruitment agencies (where applicable)

Tools to support communication, collaboration and to securely store your data

Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.

5. International Transfers

Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.

6. Security

We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.

7. Retention

We keep your data for 24 months from your last application activity, then delete or anonymize it.

Exceptions:

You opt into our talent database for further retention by providing consent (extended retention)

You're hired (transfers to employee records)

8. Your Rights

You have the following rights and can contact us at the email below to exercise them:

Access, correct, or delete your data, subject to applicable law and retention requirements

Object to or restrict processing

Withdraw consent (where applicable)

Request data portability

Lodge a complaint with your data protection authority

If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.

When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.

9. Automated Decisions

Keeper does not make hiring decisions using solely automated processing.

10. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com