Customer Support Engineer

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 CyberArk product line of IT Security and Privileged Identity 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 Enterprise Support Engineers are working to learn, develop, and progress within the IT Security world and CyberArk’s global enterprise customers.

The CyberArk Customer Support Engineers resolve customer technical issues through diligent research, reproduction and troubleshooting utilizing all the knowledge they have acquired, and direct access to R&D. 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.
• Participate in on-call rotation to provide 24/7 support for CyberArk's customers
• Work directly with R&D teams
  
  

• At least 3 years’ experience in Technical Support or a position of 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 of 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 require high level of English.
  
  

• Familiarity with Cyberark products
• Familiarity with Devops/SRE tools or methodologies.
• Experience working with Linux or Unix Operating Systems.
• Programming\Scripting languages.
• Networks, Firewalls, Proxy servers, Sniffers, Web servers and Web applications.
• Authentication methods (RSA Securid, Smart cards, Tokens, Radius, LDAP).
• Experience of 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.