Customer Support Engineer

CyberArk • Phoenix, AZ

9h • $68,000 - $100,000

About The Position

CyberArk Software, the global leader in privileged access management, helps organizations transform their business through improved security and reduced risk. As a trusted partner for thousands of companies around the world, CyberArk consistently sets the bar – driving innovation and helping our customers stay one step ahead of attackers.
What you will do:
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 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.
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Requirements

• At least 5 years’ experience in Technical Support or a similar position in a software company.
• Capable of understanding and communicating technical aspects of a complex system to provide work-class customer service.
• 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.
• Experience directly supporting enterprise-level customers.
• Ability and desire to learn about products and technologies.
• Must be able to work independently as part of a domestic and international team.
• Excellent time management, decision making, prioritization, and organization skills.
• Thorough knowledge of Microsoft Windows operating system and server platforms

Nice To Haves

• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role
• Kubernetes, Jenkins, Ansible

Responsibilities

• Respond to customer inquiries and technical problems through web portals, 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.
• Participate in on-call rotation to provide 24/7 support for the customers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed