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 utilization. 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’s solutions to meet the unique requirements of each customer, ensuring optimal system performance and usability while customizing 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 recognizing and rectifying project-related risks and issues, promptly escalating them when required
Maintain accurate records of customer configurations, customizations, 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
Requirements
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 office tools
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
Benefits
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.
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
