Full-Time Returnship Program- Customer Support Engineer

Returnship Program - Customer Support Engineer

We are excited about the 6-month paid Returnship Program - Customer Support Engineer! The Returnship Program was created for professionals who have taken a voluntary career break of 2+ years and are looking to re-enter the workforce. During the Returnship, you will refresh your existing skills and receive specialized learning and development and mentorship from our client services teams on our Customer Support team. As part of a peer group of fellow returners, we’ll make sure you have access to networks and the support you need to feel empowered to re-enter the workforce with confidence.

Upon successful completion of the program, there will be an opportunity to apply for full-time employment. Our customers are Fortune 500 companies with a strong interest in securing their privileged credentials from inappropriate use. As a Customer Support Engineer you will be working directly with these customers to troubleshoot issues with CyberArk’s software suite.

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.

Qualifications:

• Candidates who have taken a voluntary career break of 2+ years.
• At least 3-5 years’ of previous 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.
• 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.
• Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server

Nice to have: CyberArk experience

CyberArk is an Equal Opportunity 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 hourly pay range for this position is up to $35/hour.

Possible employment type: Full-time

Possible allowed location: Newton, MA

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