Customer Support Engineer

Company Description

CyberArk (NASDAQ: CYBR) is the global leader in identity security. Centered on intelligent privilege controls, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud environments and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit https://www.cyberark.com, read the CyberArk blogs or follow on LinkedIn, X, Facebook or YouTube. 

Job Description

CyberArk Customer Support Engineers provide front-line technical support for the company’s worldwide enterprise customers and partners. They support the entire CyberArk product line of IT Security and Privileged Access Management solutions and resolve the customer’s technical problems by interacting with them via web, phone, and email. 

With CyberArk being a market leading, innovative software company, the Customer Support Engineers are working to learn, develop, and progress within the IT Security world and CyberArk’s global enterprise customers. 

 As such, they have both breadth and depth of knowledge with the company’s line of products covering Enterprise IT, Cloud, and the security world. They resolve customer technical issues through diligent research, reproduction and troubleshooting utilizing all the knowledge they have acquired. 

They have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensure the long-term success of CyberArk’s customers and the company. 

CyberArk’s Customer Support Engineers have excellent communication skills, and as well as supporting CyberArk’s customers, look to support their colleagues and peers throughout the organization. 

What you need to succeed: 

• Respond to customer inquiries and technical problems through web portal, live sessions, and telephone. 

• Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge. 

• Document all technical inquiries and develop content for knowledge sharing via case updates and KCS. 

• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company. 

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Qualifications

• At least 5 years’ experience in Technical Support or a similar position in a software company. 

• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role 

• Capable of understanding and communicating technical aspects of a complex system to provide work-class customer service. 

• Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause. 

• Experience of directly supporting enterprise-level customers. 

• Ability and desire to learn products and technologies. 

• Must be able to work independently as part of a domestic and international team. 

• Excellent time management, decision making, prioritization and organization skills. 

• Thorough knowledge of Microsoft Windows operating system and server platforms 

• Participate in on-call rotation to provide 24/7 support for the customers 

• Nice to have Kubernetes, Jenkins, Ansible 

Additional Information

CyberArk is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 
We are unable to sponsor or take over sponsorship of employment Visa at this time. 
The salary range for this position is $69,000 – $96,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.