Keeper is hiring a driven, Implementation Engineer to join our APAC B2B Support team. Candidates must be able to work from our Tokyo, Japan office for eligibility.
Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while onboarding and supporting our customers as they integrate our platform into their business processes.
About Keeper
Keeper Security APAC 株式会社 ("Keeper") is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.
About the Role
As the SaaS Implementation Engineer (Dōnyū enjinia) 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 customer’s 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 to meet the unique requirements of each customer, ensuring optimal system performance and usability while customizing features, workflows, and integrations based on customer specifications
- Develop and deliver training sessions to educate customers on using Keeper effectively and efficiently
- Communicate in Japanese and English, both verbally and in writing
- 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
- 5+ years of progressive experience in SaaS implementation, technical support, or a related role
- Experience in SaaS deployment with security software experience preferred
- Must be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skills
- Working knowledge and hands on experience with Salesforce preferred
- Experience with Google docs and MS-office tools
- Mac OSX, 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
- Experience with Identity and Access Management (IAM), Privileged Access Management (PAM), and integration with Identity Providers (IdPs) such as Okta, Azure AD, or similar platforms
- 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
Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
