Customer Support Engineer

CyberArk • Newton, MA

22h

About The Position

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. 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. As a market leading, innovative software company, Customer Support Engineers are expected to learn, develop, and progress within the IT Security world and CyberArk’s global enterprise customers. They possess 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 to ensure the long-term success of CyberArk’s customers and the company. CyberArk’s Customer Support Engineers have excellent communication skills, and support both customers and colleagues throughout the organization.

Requirements

• At least 5-7 years’ experience in Technical Support or a position of similar nature in a software company.
• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role
• 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.
• Excellent time management, decision making, prioritization and organization skills.
• Knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows Server
• Participate in on-call rotation provide 24/7 support for the customers
• Working knowledge of CyberArk products
• Ability to communicate effectively with internal and external partners
• Follow documented KCS best practices

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees