With CyberArk being a market leading, innovative software company, the Customer 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 Customer Support Engineers have excellent communication skills, and as well as supporting CyberArk's customers, look to support their colleagues and peers throughout the organization.
- 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.
- Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and serve as the primary point of contact during planning, deployment and expansion of the service.
- Demonstrate a strong understanding of large-scale information technology systems, security regulatory risk management and security vulnerabilities.
- Collaborate with internal R&D and Product Management teams on service usage, user experience, automation, and other topics, influencing the product roadmap
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Assist Privilege Cloud customers with service requests and technical issues.