Full-Time Customer Support Engineer

CyberArk Customer Support Engineers provide front-line technical support for worldwide enterprise customers and partners.

Support the entire CyberArk product line of IT Security and Privileged Access Management solutions.

Resolve customer technical problems via web, phone, and email.

Key Responsibilities:

• Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
• Address customer business needs and technical issues using research, reproduction, and troubleshooting.
• Document technical inquiries and create knowledge sharing content (case updates and KCS).
• Collaborate with global support colleagues, security services, sales, operations, and administration.

Required Skills and Experience:

• 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.
• Understanding and communication of complex system technical aspects.
• Strong technical troubleshooting and problem-solving skills.
• Experience supporting enterprise-level customers.
• Ability and desire to learn products and technologies.
• Ability to work independently and as part of a domestic and international team.
• Strong time management, decision-making, prioritization, and organizational skills.
• Thorough knowledge of Microsoft Windows operating system and server platforms.
• On-call rotation for 24/7 customer support.

Nice to Have:

• Kubernetes
• Jenkins
• Ansible

Salary: $69,000 - $96,000/year, plus commissions or discretionary bonus.

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