Associate Systems Support Engineer, APAC

Keeper is hiring a motivated Associate Systems Support Engineer to join our B2B APAC 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 providing complex technical support and resolution analysis.

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 a junior level Systems Support Engineer, join a skilled and collaborative team of highly skilled Systems Support Engineers and Sales Engineers to support post-sale customer success. As an Associate Systems Support Engineer, you will assist in providing technical support and troubleshooting to our business customers. You’ll work closely with users to understand and resolve their technical concerns, gaining hands-on experience with modern cybersecurity tools and enterprise technologies. We are looking for a talented individual with the drive and capability to fast-track into a Systems Support Engineer position on the team.

Responsibilities

• Provide professional, upbeat, and effective technical support via phone, email, and chat

• 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
• Communicate in Japanese and English, both verbally and in writing

Requirements

• 3+ years of experience in IT Management and System Administration
• Must be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skills
• Hands on experience with Mac OS X, Windows & Linux administration and troubleshooting
• Experience working with Single Sign On (SSO) environments
• Experience setting up and configuring Active Directory
• Knowledge in Firewalls, AD environments, DNS Servers, Authentication protocols, LDAP
• Command of Linux Shell and PowerShell
• Knowledge of prem/cloud/hybrid environments
• Working knowledge of Python

Preferred Requirements

• Bachelor's Degree or equivalent experience
• Experience working with and troubleshooting identity access management solutions, including PAM (privileged access management)
• Ability to adapt, overcome objections, and learn complex solutions
• Excellent time management and communication skills

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.