Customer Support Engineer (based in Sydney/Melbourne)

As a Customer Support Engineer at CyberArk, your primary responsibilities include providing front-line technical support, resolving customer technical issues via web, phone, and email, and documenting all inquiries. You'll be expected to develop trusted advisor relationships with customers and collaborate with various internal teams to enhance service delivery and influence the product roadmap.

To apply for the Customer Support Engineer role at CyberArk, candidates should have at least 4 years of experience in a technical support capacity, ideally within a software or SaaS environment. A strong understanding of IT security systems, proficient troubleshooting skills, and excellent communication abilities are also essential. Familiarity with Microsoft Windows and Linux systems will be advantageous.

At CyberArk, we prioritize continuous learning and development. Customer Support Engineers are encouraged to learn new technologies and take on challenges that will enhance their career growth. Support can include mentorship from senior staff, participation in internal training programs, and opportunities to work closely with product development teams.

A Customer Support Engineer at CyberArk should be well-versed in Microsoft Windows server platforms, Linux (RHEL, CentOS) systems, and various communication and authentication protocols. Familiarity with CyberArk products, Cloud platforms such as AWS and Azure, and security risk management regulations will be beneficial.

Successful Customer Support Engineers at CyberArk possess strong communication skills, a passion for providing outstanding customer service, and excellent time management abilities. They should also be adept at decision-making and prioritization and be able to work both independently and collaboratively within a team.

In answering this question, highlight specific experiences where you successfully resolved complex technical issues. Discuss the methodology you used, such as identifying the root cause and applying systematic troubleshooting steps, ensuring to tie in your experiences relevant to CyberArk’s product offerings.

When addressing this question, it's essential to showcase your interpersonal skills. You might say: 'I would first listen actively to understand their concerns, acknowledge their frustration, and then calmly guide them through the troubleshooting process, ensuring they feel supported and valued throughout the interaction.'

To effectively answer this question, outline the primary features of CyberArk's solutions, such as automated password rotation, session recording, and real-time monitoring. Emphasize how these features collectively enhance security and compliance for organizations.

Share a specific example where you provided exceptional service, perhaps by researching additional features of a product that could benefit the customer or by following up after a resolution to ensure their satisfaction. This demonstrates your commitment to customer success.

You can mention that proper documentation should capture not only the issue and solution but also customer feedback and potential follow-up actions. Highlight your preference for clarity, detail, and organization to ensure all information is accessible for future reference.

Detail your experience with both operating systems, including any specific platforms or environments you've managed. Explain how your expertise allows you to troubleshoot effectively across different environments, particularly in relation to CyberArk's focus on security.

Discuss your strategies for staying updated, whether through continuous education, attending industry conferences, or following relevant publications and blogs. This shows your dedication to staying informed in a rapidly evolving field and your commitment to professional development.

Provide examples that illustrate successful collaborations with sales, product management, or other departments. Discuss how effective communication and teamwork contributed to a project's success, highlighting the importance of unity in achieving customer satisfaction.

Explain your approach to prioritization based on urgency and impact, such as using a systematic method to evaluate requests. Discuss any tools or strategies you use for time management to illustrate your ability to maintain balance under pressure.

Share your aspirations while demonstrating alignment with CyberArk's goals. You might say you aim to develop your technical skills further, possibly transitioning into a senior support role or exploring opportunities in product management to influence the service offerings at CyberArk.