Customer Support Engineer

As a CyberArk Customer Support Engineer you will be the front linefor technicalsupport assistingenterprise customersand partnersglobally. Joining a market-leading innovator in IT security you will broaden your expertise across enterprise IT infrastructures cloud environments and cutting-edge security technologies. 

In this pivotal role you will troubleshoot and resolve complex technical challenges through deep analytical thinking comprehensive product knowledge and collaborative problem-solving. Engaging with customers across multiple communication channels you will provide timely resolutions document best practices and actively contribute to a culture of knowledge sharing internally and externally. Partnering closely with cross-functional teamsincluding support security services sales and operationsyou will play a key role in driving both customer satisfaction and CyberArks long-term success. 

• Deliver exceptional technical support to enterprise customers via web portal live sessions and phone. 
• Diagnose and resolve complex product issues using rigorous research and adept problem-solving skills. 
• Create clear comprehensive documentation of technical inquiries and enhance knowledge bases for internal and customer use. 
• Collaborate seamlessly with global cross-functional teams to ensure outstanding customer outcomes and company growth. 
• Commit to a quarterly on-call rotation providing 24/7 support reflecting your dedication to customer success. 

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Qualifications :

Experience: 

• 35 years in technical support or related roles at software companies; senior-level candidates with extensive experience are highly encouraged to apply. 

Technical Skills: 

• Exceptional troubleshooting capabilities with strong root-cause analysis and a solid understanding of complex systems. 
• Reproducing customer environments in virtual lab environments. 
• Log analysis (Application OS Security Logs) 
• Proficiency with Microsoft Windows operating systems and server platforms features specifically Windows Server 2016 - 2025.  
• Server technologies like DNS SMTP TLS Certificate Management Active Directory Network and Firewall fundamentals. 

Soft Skills: 

• Outstanding communication skills combined with a genuine passion for delivering world-class customer service. 
• Customer-Centric mindset maintaining calm under pressure and setting clear expectations. 
• Excellent organizational time management and decision-making skills paired with a collaborative team spirit. 
• Highly self-motivated with a continuous learning mindset and the ability to work effectively both independently and as part of a global team. 
• Adaptability able to adapt to new processes preparing for evolving product innovations. 

Remote Work :

No

Employment Type :

Full-time