Technical Support Engineer

As a Technical Support Engineer at CyberArk, you'll be responsible for delivering technical assistance to customers using our Machine Identity Security products. This includes troubleshooting complex issues, assisting with product installations, and working collaboratively with both customers and internal teams to implement effective solutions. You will also maintain records in our CRM and may contribute to product training sessions.

To qualify for the Technical Support Engineer role at CyberArk, you should have a Bachelor of Science in Computer Science or a related field, along with ideally five years of enterprise-level troubleshooting experience. A solid understanding of Public Key Infrastructure (PKI), directory technologies, and database management is essential. Additionally, experience with CyberArk’s Venafi products and web application technologies will set you apart.

Success as a Technical Support Engineer at CyberArk requires a blend of strong technical skills, exceptional communication abilities, and a collaborative spirit. Having knowledge of scripting languages, experience with complex systems, and security certifications such as CISSP will enhance your effectiveness. Being a quick learner with the ability to work independently or within a team is also crucial.

The work environment for a Technical Support Engineer at CyberArk is dynamic and inclusive, promoting collaboration and innovation. You'll encounter a hybrid role that involves remote and on-site work in Sofia, flexible hours, and a strong focus on diversity. As part of a team dedicated to identity security, your insights and contributions will be valued greatly.

Absolutely! At CyberArk, we emphasize career development and ongoing learning. As a Technical Support Engineer, you'll have access to training, mentorship, and diverse projects that will challenge you and expand your skill set. We encourage our team members to pursue certifications and innovative practices that enhance their career paths.

When faced with a complex technical issue, I begin by gathering all relevant information from the client about the problem, including any error messages and the context of the issue. Then, I systematically replicate the problem in a controlled environment, analyze the systems involved, and consult documentation for insights. Based on my findings, I develop a precise solution and communicate it to the client clearly.

In situations where multiple customer issues arise, I prioritize based on urgency and impact. Critical issues that affect the security of customers' systems receive immediate attention. I also consider the complexity and time required for each issue, balancing my workload by utilizing ticketing systems to keep track of progress and deadlines.

I have hands-on experience working with CyberArk’s Venafi products, including installation and configuration within various customer environments. I’m well-versed in how these products enhance security management and have participated in training sessions that provided deeper insights into their functionality, which I leverage during customer support.

Effective communication with clients is key in my role. I practice active listening and make it a point to ask clarifying questions to fully understand their needs. I also tailor my communication style to match the client’s technical knowledge, ensuring that I explain solutions clearly and concisely, keeping them informed throughout the resolution process.

In a previous role, I faced a significant product issue that required input from both the QA and development teams. I initiated a brainstorming session where we discussed our insights on the problem. By pooling our knowledge and experience, we identified the root cause more quickly and devised an effective solution collaboratively, showcasing the power of teamwork.

I have experience with scripting languages such as PowerShell and Python. I’ve utilized PowerShell for automating various administrative tasks, which improved efficiency significantly. For Python, I've developed scripts to analyze logs and streamline data retrieval, allowing my team to focus on resolving customer issues rather than getting bogged down by repetitive tasks.

To stay updated, I regularly read industry publications, follow thought leaders on platforms like LinkedIn, and participate in relevant webinars and workshops. Additionally, I engage with online communities related to cybersecurity and emerging technologies, which helps me remain informed about the latest trends and best practices relevant to my role.

Delivering negative news is part of technical support, and I approach it with empathy and transparency. I provide the client with a clear explanation of the situation, the reasons behind it, and our proposed next steps. I reassure them that I am committed to resolving the issue swiftly and will keep them updated throughout the process.

I am excited about the opportunity to work with CyberArk because of the company’s leadership in identity security and its innovative approach. I admire the emphasis on collaboration and customer commitment, and I am eager to be part of a team that is dedicated to protecting organizations’ critical assets while continuously pushing the boundaries of technology.

Customer feedback is invaluable in shaping my support strategy. I actively seek feedback after resolving issues and use that information to improve my approach, identifying patterns to adjust my support methods accordingly. This not only enhances the client experience but also contributes to continuous improvement in service quality.