CyberArk Support Specialist

6 hours ago


Newton, Massachusetts, United States CyberArk Full time

CyberArk is seeking a highly skilled Support Specialist to join our team. As a Support Specialist, you will provide front-line technical support for our worldwide enterprise customers and partners. You will support the entire CyberArk product line of IT Security and Privileged Access Management solutions and resolve customer technical problems through diligent research, reproduction, and troubleshooting.

You will work closely with our global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company. You will have excellent communication skills and a passion for providing world-class service. You will also have the ability to learn products and technologies quickly and work independently as well as with others, as part of a domestic and international team.

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.

Qualifications:

  • At least 5-7 years' experience in Technical Support or a position of similar nature in a software company.
  • 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
  • Capable of understanding the technical aspects of a complex system.
  • Strong technical troubleshooting skills and problem-solving.
  • 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.
  • Knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows Server.
  • Participate in on-call rotation provide 24/7 support for the customers.
  • Working knowledge of CyberArk products.
  • Ability to communicate effectively with internal and external partners.
  • Follow documented KCS best practices.


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