Escalations Engineer

El Dorado Hills, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, SoftwareIndustries

Requirements

Candidates must have 5+ years of experience in technical escalations, systems engineering, or advanced support roles, with strong expertise in Kubernetes and containerization (Docker, cloud containers). Deep knowledge of Identity and Access Management (IAM) and Privileged Access Management (PAM) is required, along with proficiency in Active Directory, SSO (SAML 2.0), and SCIM provisioning. Experience with cloud platforms (AWS, Azure, GCP) and excellent problem-solving and analytical skills are also necessary.

Responsibilities

The Escalations Engineer will provide expert-level support for Enterprise and MSP customers, managing escalations from Tier 1 and Tier 2 teams and troubleshooting complex issues across Keeper's platform, including Kubernetes, containerization, SSO/SCIM provisioning, Active Directory, and PAM integrations. They will act as the final escalation point for high-impact cases, engage directly with customers, collaborate with Engineering, QA, and Product teams, design workarounds, contribute to documentation, and partner with the Escalations Engineering Team Lead to develop processes and strategies.

Skills

Technical Support

Troubleshooting

Customer Communication

Engineering Support

Cybersecurity

Privileged Access Management (PAM)

Password Management

Secrets Management

Secure Remote Access

Encrypted Messaging

Zero-Trust Security

Zero-Knowledge Security

Keeper Security

Cybersecurity solutions for data protection

About Keeper Security

Keeper Security provides cybersecurity solutions aimed at protecting sensitive data for individuals and businesses. Its main product is a zero-knowledge security platform, which means that the company cannot access the data stored by its users, ensuring high levels of privacy and security. This platform is scalable, allowing it to adapt to the needs of various organizations, from small businesses to large enterprises. Unlike many competitors, Keeper Security is recognized for its extensive audits and certifications, which enhance user trust. The company operates on a subscription-based model, offering tailored plans for personal, family, student, business, and enterprise use, with options for multi-year commitments that provide savings. The goal of Keeper Security is to deliver reliable data protection while ensuring continuous updates and support for its users.

Chicago, IllinoisHeadquarters

2011Year Founded

$58.6MTotal Funding

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Emerging cybersecurity startups could erode Keeper's market share.

AI-driven cyber threats require Keeper to continuously adapt its security protocols.

Regulatory scrutiny on data privacy may increase Keeper's compliance costs.

Differentiation

Keeper Security offers a zero-knowledge security platform ensuring maximum data privacy.

The company is SOC-2 and ISO 27001 certified, enhancing trust and reliability.

Keeper's subscription model provides continuous updates and tailored plans for diverse customer needs.

Upsides

Growing demand for zero-trust architecture boosts Keeper's market potential.

Strategic partnerships, like with Sherweb, expand Keeper's market reach.

Increased cybersecurity needs in sectors like legal and sports enhance Keeper's relevance.

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