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Enterprise Support Manager, Premium

Cyber Ark

Aug 04

Enterprise Support Manager, Premium 100% 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. 

 

About the team:

CyberArk Enterprise Support provides 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 Identity Management solutions. They resolve the customer’s technical problems by interacting with them via web, phone, and email.

About the position:

Reporting to the Director of Technical Support the Enterprise Support Manager will manage and lead the regional Enterprise Support Engineers team and will fully own the second line support in this region.

The Enterprise Support Manager is part of the Enterprise Support Leadership, responsible for the direction of the Enterprise support group in CyberArk.

Responsibilities:

  • Lead, manage, mentor, and ensure development of the regional Enterprise Support team in coordination with the regional Director and other team Managers
  • Be responsible for support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments
  • Manage business and technical escalations, together with other departments and regions, through to resolution
  • Define, and measure team KPI’s. Tracking team performance, and encourage continuous improvement
  • Participate in the definition, planning, and execution of the team roadmap according to CyberArk’s strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team’s productivity, quality, wellbeing, and success
  • Fully manage support related projects, inception to implementation. Working with other departments on such projects, and ensure their success
  • Learns about the business and what drives competitive advantage
  • Seeks to understand the strategic planning process and how his/her work relates to the business overall.

Qualifications:

  • 3+ years' experience in enterprise level Technical Support or a similar technical team of 8+ Engineers
  • Customer centric, leader by heart with heightened sense of empathy
  • Experience in handling technical escalations
  • Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure
  • Experience in hiring, training and mentoring people for excellence
  • Ability to define and design tools and processes
  • Positive can-do attitude, both internally and in customer-facing situations.
  • Excellent communication and organizational skills
  • Excellent written and verbal English skills
  • Proven technical skills
  • Strong knowledge of Windows OS
  • Capable of understanding the technical aspects of a complex systems
  • Capable of researching and understanding third party software and APIs
  • Strong ability to troubleshoot issues and provide resolution

 

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.