What are the responsibilities and job description for the Enterprise Support Engineer position at Cyberark?
CyberArk Customer Support Engineers provide frontline technical support for the companys worldwide enterprise customers and partners. They support the entire CyberArk product line of IT Security and Privileged Access Management solutions and resolve the customers 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 CyberArks global enterprise customers.
As such they have both breadth and depth of knowledge with the companys 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 longterm success of CyberArks customers and the company.
CyberArks Customer Support Engineers have excellent communication skills and as well as supporting CyberArks 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 longterm 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 advisory role
Capable of understanding and communicating technical aspects of a complex system to provide workclass 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 of directly supporting enterpriselevel customers.
Ability and desire to learn 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
Participate in oncall rotation to provide 24 / 7 support for the customers
Nice to have Kubernetes Jenkins Ansible
Additional Information :
CyberArk is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion creed sex sexual orientation gender identity national origin disability or protected Veteran status.
We are unable to sponsor or take over sponsorship of employment Visa at this time.
The salary range for this position is $65000 $96000 / year plus commissions or discretionary bonus which will be based on the employees performance. Base pay may also vary considerably depending on jobrelated knowledge skills and experience. The compensation package includes a wide range of medical dental vision financial and other benefits.
Remote Work : Employment Type :
Fulltime
Salary : $65,000 - $96,000
