Customer Support Engineer

Company Description

CyberArk (NASDAQ: CYBR) is the global leader in identity security. Centered on intelligent privilege controls, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud environments 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 https://www.cyberark.com, read the CyberArk blogs or follow on LinkedIn, X, Facebook or YouTube. 

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. 

What you need to succeed: 

• 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 and develop content for knowledge sharing via case updates and KCS. 

• 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. 

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Qualifications

• At least 5 years’ experience in Technical Support or a similar position in a software company. 

• 3+ years of experience at a SaaS or security vendor in a consultancy or advi