Cyberark Customer Support Engineer 

United States 

696989933

What you need to succeed:

• 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 and develop content for knowledge sharing via case updates and KCS.

• 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.

• 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

• Capable of understanding and communicating technical aspects of a complex system to provide work-class customer service.

• 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.

• Experience of directly supporting enterprise-level customers.

• Ability and desire to learn products and technologies.

• Must be able to work independently 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

• Participate in on-call rotation to provide 24/7 support for the customers

• Nice to have Kubernetes, Jenkins, Ansible