Escalations Engineer

Job not on LinkedIn

September 11

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

Apply Now

Receive Emails with Similar Jobs

Keeper Security, Inc.

WebsiteLinkedInAll Job Openings

Cybersecurity • Enterprise • SaaS

Keeper Security, Inc. is a leading cybersecurity company known for its comprehensive and AI-enabled platform designed to protect individuals and enterprises from data breaches and ransomware. Their wide array of products includes a password manager, privileged access manager, secrets manager, and remote browser isolation services, among others. They focus on zero-trust security models, offering solutions for password management, secrets management, secure remote access, and compliance. The company serves a global clientele, safeguarding millions of users, and is recognized for its strength and cost-efficiency in password and secrets management solutions.

201 - 500 employees

Founded 2011

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

📋 Description

• 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

🏖️ 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) • Above market annual bonuses