Escalations Engineer - Remote

Overview

Keeper Security is hiring an Escalations Engineer to provide advanced technical support and consulting for enterprise customers. This role requires deep technical expertise, strong troubleshooting skills, and the ability to communicate effectively with customers and internal teams.

In Short

• Provide expert-level support for Keeper’s Enterprise and MSP customers.
• Troubleshoot complex issues across Keeper’s platform.
• Act as the final escalation point for high-impact cases.
• Engage directly with customers via email and video calls.
• Collaborate with Engineering, QA, and Product teams.
• Design and implement temporary workarounds.
• Contribute to technical documentation and knowledge base.
• Partner with the Escalations Engineering Team Lead.

Requirements

• Strong technical expertise in cybersecurity solutions.
• Experience with Kubernetes and cloud integrations.
• Excellent communication skills.
• Ability to manage escalations from Tier 1 and Tier 2 teams.
• Experience with SSO/SCIM provisioning.
• Knowledge of Active Directory.
• Ability to work under time-sensitive conditions.
• Experience in technical support roles.

Benefits

• Work in a fast-growing cybersecurity company.
• Opportunity to improve product quality.
• Work remotely with a hybrid schedule option.
• Collaborative work environment.
• Opportunity to shape scalable escalation processes.