Customer Support Team Lead

Who we are: 

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. 

 

About this role:

CyberArk Enterprise Support provides 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 Support Team Leads 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 Support Team Leads have excellent communication skills, and as well as supporting CyberArk’s customers, look to support their colleagues and peers throughout the organization.

 

What you will do:

• Lead, manage, mentor, and ensure development of the regional Enterprise Support team in coordination with the regional Director and other team Managers
• Be responsible for support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments
• Manage business and technical escalations, together with other departments and regions, through to resolution
• Measure team KPI’s. Tracking team performance, and encourage continuous improvement
• Participate in the execution of the team roadmap according to CyberArk’s strategic targets
• Fully manage support related projects, inception to implementation. Working with other departments on such projects, and ensure their success
• Learns about the business and what drives competitive advantage
• Seeks to understand the strategic planning process and how their work relates to the business overall.

What you need to succeed:

• Ability to manage people
• Ability to coach team members
• Excellent Customer Service Delivery
• Ability to de-escalate angry customers
• Excellent troubleshooting skills
• Excellent organizational skills
• Excellent time management skills 

How you will stand out from the crowd:

• 1+ years' experience in enterprise level Technical Support or a similar technical team of 8+ Engineers
• Customer centric, leader by heart with heightened sense of empathy
• Experience in handling technical escalations
• Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure

• Experience in hiring, training and mentoring peopl