Returnship Program- Customer Support Engineer

As a Customer Support Engineer at CyberArk, your responsibilities include responding to technical inquiries and customer requests via web portal, live sessions, and phone. You will troubleshoot software issues, conduct thorough research to understand customer needs, and document all technical inquiries. Additionally, you will collaborate with global support colleagues to ensure customer satisfaction and long-term success.

To qualify as a Customer Support Engineer at CyberArk, candidates should have previously taken a career break of over two years and possess 3-5 years of experience in Technical Support or a similar role in a software-focused environment. A solid understanding of complex systems, strong communication skills, and a commitment to high-quality service are also essential.

Absolutely! At CyberArk, we highly value the diverse experiences that returners bring, especially those with 3+ years of SaaS or security vendor expertise. This program is designed to help you leverage your past roles while providing the skills necessary to thrive in the current technological landscape.

The Returnship Program at CyberArk spans six months and is a full-time role. This structure allows you to immerse yourself in the company culture, gain valuable insights, and develop professional skills that will pave the way for potential full-time employment upon completion.

The Customer Support Engineer position primarily involves direct customer interaction, which typically requires working on-site in Newton, Massachusetts. However, CyberArk encourages collaboration and may allow flexibility in working arrangements, so it’s advisable to discuss your preferences during the interview.

When troubleshooting a complex issue, firstly, I would listen to the customer's description of their problem carefully. Then, I'd replicate the issue if possible, utilizing detailed logs and documentation. Next, I'd leverage resources and collaborate with team members to analyze the root cause before presenting a clear and constructive solution to the client.

In my previous role, I handled technical support for a SaaS product, where I interacted with enterprise-level clients to resolve their issues. This experience taught me the importance of clear communication and thorough documentation, which I believe will be valuable in the Customer Support Engineer position at CyberArk.

I prioritize my tasks by evaluating urgency and impact. I maintain a structured schedule and utilize tools for tracking customer requests. This approach ensures that I address critical issues promptly while staying on top of all client needs throughout the day.

In a past role, a client faced a sudden issue that threatened their operations. I worked late to diagnose the problem and coordinated with other departments to implement a solution. In doing so, I was able to not only resolve their issue swiftly but also provide training to help them avoid similar problems in the future.

I am motivated by the challenge of solving intricate problems and the positive impact that providing excellent customer support can have on a business. Working in cybersecurity adds an additional layer of responsibility and excitement, knowing that my efforts contribute significantly to the safety and security of client assets.

Yes, I have encountered upset customers in the past. I always start by listening empathetically to their concerns, assuring them that I will do my best to resolve the issue. By maintaining a calm demeanor and clearly outlining the steps I would take to fix the problem, I was often able to turn the situation around and regain their trust.

Key skills for a Customer Support Engineer include strong technical troubleshooting abilities, excellent communication skills, and a high level of empathy. Additionally, being detail-oriented and comfortable working with various technologies enables one to effectively assist clients and resolve their issues in a timely manner.

I make it a priority to read industry blogs, attend webinars, and participate in online forums related to cybersecurity. Networking with other professionals also helps me stay informed about the latest developments and technologies in the field.

I find the Returnship Program appealing because it offers a structured pathway to reintegrate into the workforce while working in an innovative and supportive environment like CyberArk. I’m excited about the opportunity to learn and collaborate with a team that values the skills and experience of returners like myself.

CyberArk stands out to me as a leading company in the cybersecurity space that prioritizes identity security, innovation, and customer service. The culture of support and mentorship through programs like the Returnship is indicative of an organization that values its employees and their development.