Customer Support Engineer

About CyberArk

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. Learn more at cyberark.com.

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We are looking to hire a Customer Support Engineer, who will provide front-line technical support for CyberArk's worldwide enterprise customers and partners. You will support CyberArk's product line of IT Security and Privileged Identity Management solutions and resolve customers' technical problems by interacting with them via web, phone, and email. The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of CyberArk's customers and the company.

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.
• Participate in on-call rotation to provide 24/7 support for CyberArk's customers
• Work directly with R&D teams

#LI-AK2

• A minimum 3 years experience in Technical Support or a position of a similar nature in a software company. 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 in 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.
• Proven experience with Microsoft and Unix operating systems.
• Excellent time management, decision-making, prioritization, and organization skills.
• All communication, internal and external, requires a high level of English.

Advantages:

• Familiarity with CyberArk products
• Familiarity with DevOps/SRE tools or methodologies.
• Experience working with Cloud platforms (AWS/Azure/GCP). Programming\Scripting languages.
• Networks, Firewalls, DNS, Proxy servers, Reverse Proxy, Sniffers, Web servers and Web applications. Authentication methods (RSA SecurID, Smart cards, Tokens, Radius, LDAP).
• Experience with single sign-on solutions (e.g. Shibboleth, ADFS).
• Experience in Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery.
• Experience working directly with development. 

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. Learn more at cyberark.com.