Implementation Engineer, Customer Support (APAC)

About Bitwarden

Bitwarden is a leading identity security platform trusted by millions worldwide, providing enterprises, developers, and individuals with secure tools to manage and share sensitive data. The suite includes password management, secrets management, and innovations in passwordless authentication. The company is based in Santa Barbara, California.

Role Overview

The Implementation Engineer on the Customer Support team will become a product expert, assisting customers throughout the deployment and integration of Bitwarden’s containerized services. This role involves handling inquiries, troubleshooting, guiding implementations, and ensuring high customer satisfaction. The position is fully remote, targeting candidates in the APAC region.

Key Responsibilities

• Serve as a Subject Matter Expert for Bitwarden’s entire product portfolio.
• Lead proof-of-concept pilots, new deployments, and integrations of Bitwarden containerized solutions for clients.
• Advise customers on best practices related to the full Bitwarden technology stack.
• Collaborate with enterprise clients to resolve current issues and anticipate future challenges.
• Provide exemplary guidance on implementing Bitwarden, including integration with customers’ existing technology landscapes and security standards.
• Work cross-functionally with Sales, Engineering, and Product teams to support customer success.
• Plan and deliver live technical product demonstrations tailored to customer scenarios.
• Document and communicate customer feedback internally to enhance product and service quality.

Candidate Profile

• Strong command of English with excellent grammar and communication skills.
• Proven problem-solving capabilities; skilled at researching answers and clearly communicating solutions.
• Effective at managing projects with both independent time management and team collaboration.
• Committed to teamwork through mutual support, growth, and knowledge sharing, combining technical expertise with emotional intelligence.
• Empathetic with a strong customer advocacy mindset.
• Passion for assisting Bitwarden users and helping them maximize value.
• Experience in technical roles such as Systems Engineer, Implementation Engineer, DevOps Engineer, or IT Infrastructure Engineer, or equivalent education and demonstrable skills.
• Willingness and ability to work remotely.

Preferred Technical Knowledge

• Familiarity with Bitwarden products.
• Experience with Linux, Windows, and macOS operating systems.
• Working knowledge of containerization technologies like Docker, Kubernetes, and Podman.
• Network file systems such as NFS and CIFS.
• Scripting skills in Bash and PowerShell.
• Understanding of directory and identity services including Active Directory, LDAP, Google Workspace, Azure Entra ID, Jumpcloud, Cloudflare, and Okta.
• Exposure to cloud platforms: Google Cloud Platform (GCP), AWS, and Azure.
• Mobile platforms: Android and iOS.
• Experience using GitHub.
• Web server and networking technologies including NGINX, SQL databases, TCP/IP, DNS, HTTP protocols, SMTP.
• Knowledge of Single Sign-On (SSO) implementation especially SAML and OpenID Connect.
• Integration of SCIM solutions.
• Security protocols such as TLS/SSL and PKI.
• Familiarity with RESTful APIs.

Interview Process

• Initial conversation with Recruiting Manager.
• Interview with Manager of Implementation Engineering.
• Discussion with Implementation Engineering team members.
• Final interview with Chief Customer Officer and VP of Customer Success.

Why Join Bitwarden

• Work with a passionate community dedicated to improving internet security for everyone from private individuals to global enterprises.
• Gain expertise in the growing fields of security and open source software.
• Be part of a diverse global team that values motivation and mutual support through remote work.
• Engage in continuous learning and professional growth opportunities, including participation in the company’s #growth-club.