Customer Support Engineer (Pune based)

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets.

As a CyberArk Customer Support Engineer, you will be the front line for technical support, assisting enterprise customers and partners globally. 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 teams—including support, security services, sales, and operations—you will play a key role in driving both customer satisfaction and CyberArk’s 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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Experience:

• 3–5 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 and environments (ex: Clusters, Distributed Vaults, Hybrid solutions, VDIs, etc.)
• Proficiency with Microsoft Windows operating systems and server platforms, specifically Windows Server 2008, 2012, and 2016.

Soft Skills:

• Outstanding communication skills combined with a genuine passion for delivering world-class customer service.
• 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.