Customer Support Engineer

9 Minutes ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

CyberArk is seeking a Customer Support Engineer to provide front-line technical support to its global enterprise customers and partners. The role involves resolving technical issues related to CyberArk's IT Security and Privileged Identity Management solutions through web, phone, and email interactions. The ideal candidate will possess strong troubleshooting skills, an eagerness to learn new technologies, and a commitment to ensuring customer success through diligent research and problem-solving.
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 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
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

Job Details

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-CB1

Qualifications

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.

Additional Information

We are proud to foster a diverse and inclusive workplace, where every individual's unique background, perspective, and contribution is celebrated. We believe that by embracing diversity, we drive innovation and create a stronger, more united team. Inclusion is at the heart of who we are and how we succeed. All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity, or disability. Upon conditional offer of employment, candidates are required to complete a comprehensive background check as per our internal policy.

CyberArk is an equal opportunities employer. If you would like any special arrangements made for your interview, please inform the EMEA Talent Acquisition team upon your application so that we may take steps to accommodate your needs.

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About The Company

CyberArk's mission is to secure the world against cyber threats so together we can move fearlessly forward. CyberArk is a global leader in identity security, helping organizations worldwide protect their most valuable assets and critical infrastructure. They offer a comprehensive platform that addresses the evolving challenges of identity-related risks, providing solutions for workforce access, privileged access, customer access, and machine identity security. CyberArk is committed to innovation and providing cutting-edge security solutions that empower their customers to be more secure and efficient.

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