About the Role
The B2B Customer Support Representative plays a key role in driving customer satisfaction and long term success for our enterprise clients. In this role, you will manage incoming technical inquiries across phone, email, and chat, host live onboarding and product training sessions, and collaborate with internal teams to deliver rapid, effective technical support. This position is ideal for an organized, highly resourceful problem solver who is dedicated to providing an exceptional customer experience.
Responsibilities
Maintain a daily pipeline of incoming tickets, chats, and calls to resolve platform inquiries, account setup requests, and foundational product questions
Host live troubleshooting calls with clients to guide them through platform features and resolve technical roadblocks
Master the core Keeper Security product suite, developing deep knowledge across web, desktop, and mobile vault platforms
Troubleshoot standard technical issues including password resets, multi factor authentication reconfiguration, user permissions, and basic platform error messages
Follow established standard operating procedures and identify when issues require escalation to Senior Customer Support Representatives or Junior Systems Support Engineers
Manage individual ticket queues efficiently to maintain strict response times and high resolution rates
De escalate challenging customer situations with a calm, empathetic approach to turn friction into positive outcomes
Own assigned operational tasks and small projects, driving them to completion with minimal direct oversight
Actively engage in cross team syncs and product briefings to maintain deep alignment on new feature deployments and evolving security protocols
Exercise independent critical thinking to diagnose ambiguous technical issues and deliver timely resolutions when established documentation is unavailable
Requirements
1+ years of experience in a business to business technical support environment
Experience communicating professionally with business stakeholders at all organizational levels
Hands on experience troubleshooting software issues across operating systems including Windows, macOS, iOS, and Android
Strong multitasking skills with the ability to manage an active case queue while maintaining accuracy
Exceptional written and verbal communication skills with a customer focused mindset
Proficiency with Google Workspace and Microsoft Office productivity suites
High degree of resourcefulness, self motivation, and adaptability in fast paced environments
Baseline understanding of digital security, credential management, or basic enterprise identity concepts
Demonstrated working knowledge of identity and access management fundamentals
Solid technical understanding of browser extension mechanics, web caching, certificate handling, and multiplatform operating system settings across desktop and mobile devices
Preferred Qualifications
Relevant entry level industry certifications such as CompTIA Security Plus, CompTIA A Plus, or equivalent technical credentials
Hands on experience using ServiceNow or Help Scout for case management and incident tracking
Familiarity with Salesforce, Jira, or equivalent enterprise customer relationship management tools
Proven background supporting software as a service cloud platforms
Familiarity with command line interfaces such as Windows PowerShell, macOS Terminal, or basic scripting concepts
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)
Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Classification: Non-Exempt
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
We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements
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
