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Enterprise Support Engineer

Cyber Ark

Jul 05

Enterprise Support Engineer (Remote)

About CyberArk:

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. 

 

Job Description:

CyberArk Enterprise 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 Enterprise 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 of 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 Enterprise Support Engineers have excellent communication skills, and as well as supporting CyberArk’s customers, look to support their colleagues and peers throughout the organization.

 

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.

Requirements:

  • At least 3-5 years’ 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.
  • Must have 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
  • Participate in on-call rotation on a quarterly basis in order to provide 24/7 support for the customers
  • Nice to have Cyberark experience

 

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.

 

 

Recruiting agencies or vendors without a valid agreement between the parties are not authorized to (a) send CyberArk unsolicited resumes or candidate data or (b) contact CyberArk employees for the purposes of presenting candidates for employment. CyberArk will only work with recruiting agencies who have a valid agreement with CyberArk and that are specifically invited by CyberArk’s recruiting team to assist with searching for and submitting candidates for a specific position. Any unsolicited resumes or other candidate data submitted to CyberArk will not be accepted and shall be considered CyberArk’s property. CyberArk will not pay any placement or other fees of any kind for any unsolicited resumes or candidate data that is submitted in violation of this policy. CyberArk does not accept liability under any legal theory such as course of conduct, oral agreements, implied contracts, or otherwise based on negotiations with a candidate identified from an unsolicited resume or data in violation of this policy