Job Description :
We are looking for an Enterprise Support Engineer, who will provide front-line technical support for the company’s worldwide enterprise customers and partners.
They will support CyberArk’s product line of IT Security and Privileged Identity Management solutions, and resolve customer’s technical problems by interacting with them via web, phone, and email.
The perfect candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting utilizing all the knowledge they have acquired.
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.
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.
Participate in on-call rotation to provide 24 / 7 support for CyberArk's customers
Work directly with R&D teams
Job requirements :
At least 3 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.
Proven experience with Microsoft operating systems.
Excellent time management, decision making, prioritization and organization skills.
All communication, internal and external require high level of English.
Familiarity with Cyberark products
Familiarity with Devops / SRE tools or methodologies.
Experience working with Linux or Unix Operating Systems.
Programming Scripting languages.
Networks, Firewalls, Proxy servers, Sniffers, Web servers and Web applications.
Authentication methods (RSA Securid, Smart cards, Tokens, Radius, LDAP).
Experience of single sign on solutions (e.g. Shibboleth, ADFS).
Experience in Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery.
Experience working directly with development.