Customer Support Engineer (Melbourne based)

CyberArk Customer Support Engineers provide front-line technical support for the companys worldwide enterprise customers and partners. They support the entire CyberArk product line of IT Security and Privileged Access Management solutions and resolve the customers technical problems by interacting with them via web phone and email.

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 CyberArks global enterprise customers. As such they have both breadth and depth of knowledge with the companys 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 CyberArks customers and the company. CyberArks Customer Support Engineers have excellent communication skills and as well as supporting CyberArks 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.

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Qualifications :

• At least 4 years experience in Technical Support or a position of similar nature in a software company.
• 2 years of experience at a SaaS or security vendor in a consultancy or advisory role
• Candidates with more experience could be considered for a senior role.
• 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 server platforms with emphasis on Windows Servers administration Active Directory RDS and GPO in enterprise environments.
• 2 years in Linux (RHELCentOS) system and network administration.
• Solid knowledge of major communication and authentication protocol.
• Advance knowledge on Linux webserver applications.
• Additional certifications of CyberArk Products Cyber Security AWS Cloud and or Azure platform will be considered an advantage.

Remote Work :

No

Employment Type :

Full-time