Systems Support Engineer

Summary

Join Keeper's B2B EMEA support team as a Bilingual (Spanish/English) Systems Support Engineer, based in Ireland (hybrid or fully remote). This role involves providing technical support to clients, resolving technical issues, and collaborating with various teams. You will be responsible for ensuring timely resolution of support cases and communicating technical information effectively. The ideal candidate has 5+ years of IT management and system administration experience, fluency in Spanish and English, and advanced knowledge of various technologies. Keeper offers competitive benefits, including private healthcare, pension contributions, sick pay, and more.

Requirements

• 5+ years’ experience in IT management and System Administration
• Full fluency in Spanish and English
• Hands on experience with Mac OSX, Windows & Linux administration and troubleshooting
• Experience working with Single Sign On (SSO) environments
• Advanced knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP
• Excellent command of Linux Shell and PowerShell
• In depth knowledge of prem/cloud/hybrid environments
• Bilingual fluency, ability to write, read, and speak both English and Spanish

Responsibilities

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
• Assist customers in the installation and deployment of Keeper’s software products
• Track and monitor all support cases to ensure timely resolution and follow-up
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and engineering expertise
• Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

Preferred Qualifications

• Bachelor's Degree or equivalent experience
• Ability to adapt, overcome objections, and learn complex solutions
• Excellent time management and communication skills
• Working knowledge of Python

Benefits

• Onsite lunches
• Private healthcare (no wait period)
• Pension contribution (no wait period)
• Sick Pay
• Bike-to-Work Scheme
• Above Market annual Bonuses