Customer Support Engineer

1 Month ago • 3 Years +

Customer Service

Job Description

This Customer Support Engineer role at CyberArk involves providing front-line technical support to worldwide enterprise customers and partners for CyberArk’s IT Security and Privileged Identity Management solutions. The engineer will resolve technical problems via web, phone, and email through diligent research and troubleshooting. Key responsibilities include responding to inquiries, documenting issues, sharing knowledge, collaborating with global teams, participating in on-call rotation, and working with R&D. The ideal candidate is eager to learn new technologies and committed to customer success.

Good To Have:

Familiarity with CyberArk products.
Familiarity with DevOps/SRE tools or methodologies.
Experience working with Linux or Unix Operating Systems.
Experience working with Cloud platforms (AWS/Azure/GCP).
Programming/Scripting languages.
Networks, Firewalls, Proxy servers, Sniffers, Web servers and Web applications.
Authentication methods (RSA SecurID, Smart cards, Tokens, Radius, LDAP).
Experience with single sign-on solutions (e.g. Shibboleth, ADFS).
Experience in Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery.
Experience working directly with development.

Must Have:

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.
Document all technical inquiries and develop content for knowledge sharing.
Work directly with other global support colleagues, security services, sales, operations, and administration.
Participate in on-call rotation to provide 24/7 support.
Work directly with R&D teams.
Capable of understanding the technical aspects of a complex system.
Strong technical troubleshooting skills and problem-solving.
Excellent communication skills and a passion for providing world-class service.
Experience in directly supporting enterprise-level customers.
Ability and desire to learn products and technologies.
Ability to work independently as well as with others, as part of a domestic and international team.
Proven experience with Microsoft operating systems.
Excellent time management, decision-making, prioritization, and organization skills.
High level of English communication for all internal and external communication.

Add these skills to join the top 1% applicants for this job

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linux

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unix

azure

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We are looking to hire a Customer Support Engineer, who will provide front-line technical support for CyberArk’s worldwide enterprise customers and partners. You will support CyberArk’s product line of IT Security and Privileged Identity Management solutions and resolve customers’ technical problems by interacting with them via web, phone, and email.

The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of CyberArk’s customers and the company.

Responsibilities:

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.
Participate in on-call rotation to provide 24/7 support for CyberArk's customers
Work directly with R&D teams

#LI-Hybrid

#LI-OC1

A minimum 3 years experience in Technical Support or a position of a similar nature in a software company.

Capable of understanding the technical aspects of a complex system.
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.
Must have excellent communication skills and a passion for providing world-class service.
Experience in directly supporting enterprise-level customers.
Ability and desire to learn products and technologies.
Must be able to work independently as well as with others, as part of a domestic and international team.
Proven experience with Microsoft operating systems.
Excellent time management, decision-making, prioritization, and organization skills.
All communication, internal and external, requires a high level of English.

Advantages:

Familiarity with CyberArk products
Familiarity with DevOps/SRE tools or methodologies.
Experience working with Linux or Unix Operating Systems.
Experience working with Cloud platforms (AWS/Azure/GCP).
Programming\Scripting languages.
Networks, Firewalls, Proxy servers, Sniffers, Web servers and Web applications.
Authentication methods (RSA SecurID, Smart cards, Tokens, Radius, LDAP).
Experience with single sign-on solutions (e.g. Shibboleth, ADFS).
Experience in Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery.
Experience working directly with development