Enterprise Support Engineer

The primary responsibility of the Enterprise Support Engineer is to resolve technical issues for CyberArk’s products by being the primary technical contact for the customer. In performing this responsibility, the Enterprise Support Engineer will be assigned to multiple support cases simultaneously. This position requires the ability to support West Coast hours. In addition, the position requires post-sale activities and technical relations with the customers. The Enterprise Support Engineer will report to the Technical Support Manager . This is a high-visibility high impact position, key in maintaining highest levels of customer satisfaction. The ideal candidate:

  • Always maintains positive attitude, both with customers and internally
  • Passionate about technology
  • Stays calm and collected under pressure
  • Goes above and beyond the required to deliver excellence in customer service.

Responsibilities may include, but are not limited to:

  • Provide off site telephone and email support ;
  • Participate in on-call rotation to provide 24/7 support for the customers
  • Provide onsite support  services to CyberArk’s customers (10% nationwide travel);
  • Collaborate with other CyberArk departments to ensure coordination and completion of all additional technical support related tasks;

Required of all employees in the Professional Services Team:

  • Ability and desire to learn independently as well as in a team;
  • Ability to manage time well and meet multiple deadlines in a sometimes hectic environment;
  • Excellent writing and communication skills.
  • Solid mastery of the different Product components and Service Offerings;
  • Mastery of Cyber-Ark’s technology.
  • Strong ability to troubleshoot  issues and participate in their resolution;
  • Excellent problem solving and investigative skills;
  • Excellent client-facing skills

Required of all Cyber-Ark employees:
The Sr. Support Engineer must adhere to the business and cultural goals required by all employees of Cyber-Ark.

Skills

  • Excellent communication skills;
  • Strong attention to detail;
  • Willing/excited to work in a fast-paced, but sometimes intense, rapidly expanding company;
  • Strong hands-on technical abilities;
  • Strong computer literacy and/or the comfort, ability and desire to advance technically;
  • Strong understanding of Information Security in various environments.

Position Requirements:

  • Bachelor’s Degree in Computer Science or related field.
  • 1+ years of Technical Support, Technical Account Manager, or System Administration experience
  • Demonstrated ability to assume sole and independent responsibilities
  • Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion
  • Direct knowledge of Information Security and Network Architecture concepts
  • Hands-on Experience with key Identity Management concepts and technologies
  • Hands on experience with Microsoft Windows Server operating system
  • Experience with Unix and Linux Operating systems
  • Software Development Experience is highly preferred
  • Experience with Relational Databases (MySQL, MS SQL Server, Oracle) preferred

CyberArk provides equal opportunities in employment, development, and advancement to all employees, applicants for employment and all qualified persons without regard to race, color, sex, pregnancy, age, religion, national origin, ancestry, sexual orientation, gender identity, physical or mental disability, veteran status, military service, application for military service, genetic information, or any other characteristic protected under federal and applicable state law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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CyberArk provides equal opportunities in employment, development, and advancement to all employees, applicants for employment and all qualified persons without regard to race, color, sex, pregnancy, age, religion, national origin, ancestry, sexual orientation, gender identity, physical or mental disability, veteran status, military service, application for military service, genetic information, or any other characteristic protected under federal and applicable state law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.