Technical Support Contractor
CoinTracker
SQL
Senior Systems Support Engineer
Keeper Security, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
CloudDNSDockerFirewallsKubernetesLinuxPython
About the role
- 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, prioritized, resolved, and incorporated into the product release cycle
- Assist customers in the installation and deployment of Keeper’s software product
- 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
- Act as a subject matter expert on our platform, providing guidance and mentorship to support engineers.
- Develop and maintain technical documentation, knowledge base articles, and best practices guides for internal and external use
- Proactively identify opportunities for system enhancements and optimization to improve reliability, performance, and user experience
- Effectively communicate with customers in both Japanese and English, through writing and speaking
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 8+ years’ experience in IT management and System Administration
- Hands on experience with Mac OSX, Windows & Linux administration and troubleshooting
- Experience working with Single Sign On (SSO) environments
- Experience working with Docker and Kubernetes
- 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
- Experience with scripting or programming languages (e.g., Python, PowerShell)
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Linux administrationWindows administrationMac OSX administrationDockerKubernetesFirewallsActive DirectoryDNS ServersAuthentication protocolsLDAP
Soft skills
customer servicecommunicationproblem-solvingmentorshipdocumentationtechnical supportescalationcollaborationproactive identificationguidance
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Technology
