Keeper Security, Inc.

Escalations Engineer

Keeper Security, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudCyber SecurityDockerGoogle Cloud PlatformKubernetes

About the role

  • Own resolution of the most complex customer cases, serving as a bridge between customers, B2B/consumer support, and Keeper’s engineering teams
  • Troubleshoot advanced issues across Keeper’s platform, including Kubernetes, containerization, SSO/SCIM provisioning, Active Directory, and PAM integrations
  • Act as the final escalation point for high-impact, time-sensitive cases, ensuring resolution within SLA commitments
  • Engage directly with customers via email, video calls, and screen-sharing, providing personalized technical assistance
  • Collaborate with Engineering, QA, and Product teams to resolve defects and advocate for customer-driven feature improvements
  • Design and implement temporary workarounds when permanent fixes are pending, ensuring continuity of customer operations
  • Contribute to technical documentation, tooling, and knowledge base resources to improve support efficiency
  • Partner with the Escalations Engineering Team Lead to develop escalation processes, optimize troubleshooting workflows, and define support strategies

Requirements

  • 5+ years of experience in technical escalations, systems engineering, or advanced support roles
  • Strong expertise in Kubernetes and containerization (Docker, cloud containers)
  • Deep knowledge of Identity and Access Management (IAM) and Privileged Access Management (PAM)
  • Proficiency with Active Directory, SSO (SAML 2.0), and SCIM provisioning
  • Experience with cloud platforms (AWS, Azure, GCP)
  • Excellent problem-solving and analytical skills, with the ability to quickly dissect and resolve complex issues
  • Strong interpersonal and communication skills, with the ability to consult directly with enterprise customers
  • Preferred: Experience with identity providers such as Okta and Entra ID, including Conditional Access Policies
  • Preferred: Background in security, IAM, or other enterprise SaaS solutions
  • Preferred: Prior experience working in high-security or compliance-driven environments (FedRAMP, IL5, SOC 2)
  • Preferred: Familiarity with Keeper’s platform and tools
  • Preferred: Ability to adapt quickly in a dynamic environment and mentor others in escalation processes