Customer Support Engineer (Enterprise customers)

Company Description

About CyberArk:

CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads 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 our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

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. 

• 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. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
• 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.
• Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and serve as the primary point of contact during planning, deployment and expansion of the service.
• Demonstrate a strong understanding of large-scale information technology systems, security regulatory risk management and security vulnerabilities.
• Collaborate with internal R&D and Product Management teams on service usage, user experience, automation, and other topics, influencing the product roadmap
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Assist Privilege Cloud customers with service requests and technical issues.

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Qualifications

• At least 4 years’ experience in Technical Support or a position of similar nature in a software company.
• Candidates with more experience could be considered for a senior role.
• 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.
• Excellent time management, decision making, prioritization and organization skills.
• Thorough knowledge of Microsoft Windows server platforms with emphasis on Windows Servers administration, Active Directory, RDS and GPO in enterprise environments.
• Knowledge in Linux (RHEL, CentOS) system and network administration.
• Advance knowledge on Linux webserver applications.
• Additional certifications of CyberArk Products, Cyber Security, AWS Cloud and or Azure platform will be considered an advantage.

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