Customer Support Engineer - Security

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

We are seeking a highly motivated Security Customer Support Engineer to join our team. In this role, you will work closely with the Customer Support and R&D teams to handle security-related cases reported by customers and security researchers. You will be the first point of contact (Tier 1) for these cases, providing expert triage, coordination, and resolution support. You will play a key role in ensuring that security issues are identified, communicated, and addressed in alignment with our vulnerability policy and Service Level Objectives (SLOs).

• Security Case Management: Collaborate with customer support teams to address security cases raised by customers or reported by security researchers.
• Tier 1 Support for Security Cases: Act as the initial point of contact for incoming security issues, performing a detailed triage and prioritization of each case.
• Issue Triage and Coordination: Work with the R&D teams and customers to accurately identify and assess security issues, providing clear and actionable information to all stakeholders.
• Vulnerability Policy Adherence: Ensure that all security issues are handled in accordance with our company’s vulnerability policy, addressing cases within defined SLOs.
• Collaboration with R&D Teams: Liaise with R&D teams to help identify root causes of reported security vulnerabilities and facilitate timely resolutions.
• Customer Communication: Provide clear, professional, and timely communication with customers on the status of their security issues, ensuring they are kept informed throughout the investigation and resolution process.
• Documentation and Reporting: Maintain detailed case records and provide regular updates and reports to internal stakeholders on security cases and resolutions.
• Continuous Improvement: Contribute to refining internal processes for handling security incidents, improving response time, and enhancing overall security posture.
  
  

• Experience: 2-4 years in a customer support or security engineering role, preferably with experience in triaging security incidents.
• Technical Expertise: Strong understanding of security vulnerabilities, vulnerability management, and security incident response processes.
• Collaboration Skills: Ability to work effectively with cross-functional teams, including customer support, security researchers, and R&D.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills to quickly identify the root cause of security issues.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical details clearly to both technical and non-technical stakeholders.
• Familiarity with Security Tools: Experience with common security tools and frameworks (e.g., CVSS, OWASP, vulnerability scanners) is a plus.
  
  

• Experience with security vulnerability disclosure programs.
• Knowledge of application security principles and best practices.
• Familiarity with service level agreements (SLA/SLO) and security incident workflows.
  
  

• Full-time position with remote flexibility.
• Occasional on-call duties may be required to handle urgent security incidents.