CyberArk: Enterprise Support Engineer

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 Identity 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 2 years’ experience in Technical Support or a position of similar nature in a software company.
  • 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.
Full-time

Why We Work Here

Casey Mandrioli
Inside Sales Representative

“Working at CyberArk is great because it is such a friendly environment.  Everybody knows one another and is supportive of the whole CyberArk team.  I always know that I have so many people that can help and teach me and that all want me to succeed.  CyberArk is a fun place to work because everyone truly enjoys working here.”

Ethan Ben-Joseph
Security Consultant

“The greatest asset that CyberArk offers as an employer is its bold culture that focuses on teamwork and providing incredible service to CyberArk customers across the globe. No matter the challenge, we work confidently every day knowing that we have amazing teammates always ready to jump in with their expertise and experience.”

Dganit Keidar
Software Engineer, R&D

“Being a CyberArker is awesome. You feel it in the great atmosphere that "runs down the corridors". You feel it in the company's high commitment to professionalism. You feel it, because you've got amazing co-workers and you feel the unique "DNA" of CyberArk, that makes it so very special.”

Lavi Lazarovitz
Cybersecurity Researcher

“I work at CyberArk because I believe that if you do something, be the best at it, and CyberArk is the best when it comes to cybersecurity. CyberArk allows you to bring your ideas to life and learn something new from your peers on a daily basis. CyberArk is built on the idea that people are your greatest asset and you can feel the strong culture on a daily basis.”