Customer Support Engineer

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world. The Customer Support Engineer provides front-line technical support for CyberArk's enterprise customers, resolving technical problems and ensuring customer success through effective communication and troubleshooting.

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 5-7 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
• Knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows Server
• Participate in on-call rotation provide 24/7 support for the customers
• Working knowledge of CyberArk products
• Ability to communicate effectively with internal and external partners
• Follow documented KCS best practices