Customer Support Engineer at CyberArk

📍 Job Overview

Job Title: Customer Support Engineer
Company: CyberArk
Location: Austin, Texas, United States
Job Type: Full-time
Category: Technical Support & Customer Success
Date Posted: June 17, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Provide front-line technical support for CyberArk's global enterprise customers and partners
Resolve customer technical issues through diligent research, reproduction, and troubleshooting
Collaborate with global support colleagues, security services, sales, operations, and administration to ensure customer success
Develop and maintain technical knowledge of CyberArk's product line and the broader IT security landscape

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to effectively support CyberArk's enterprise customers and partners.

💻 Primary Responsibilities

Respond to customer inquiries and technical problems via web portal, live sessions, and telephone
Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting
Document all technical inquiries and develop content for knowledge sharing via case updates and KCS
Work directly with other global support colleagues, security services, sales, operations, and administration to ensure customer success

📝 Enhancement Note: This role involves a high degree of multitasking, prioritization, and time management to effectively handle multiple customer issues simultaneously.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: At least 5 years of experience in Technical Support or a similar role, with 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.

Required Skills:

Strong technical troubleshooting skills and problem-solving abilities
Excellent communication and interpersonal skills
Ability to understand and communicate technical aspects of a complex system
Experience supporting enterprise-level customers
Thorough knowledge of Microsoft Windows operating system and server platforms
Desire and ability to learn new products and technologies

Preferred Skills:

Experience with Kubernetes, Jenkins, or Ansible
Familiarity with IT security principles and best practices

📝 Enhancement Note: Candidates with experience in a similar role at a SaaS or security vendor are strongly preferred, as they will have a better understanding of the unique challenges and requirements of supporting enterprise customers.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a proven track record of successfully supporting enterprise-level customers in a technical support role
Showcase examples of complex technical issues you've resolved and the steps you took to troubleshoot and resolve them
Highlight any relevant certifications or training in IT security or related fields

Technical Documentation:

Provide detailed documentation of your problem-solving process, including any relevant screenshots, error messages, or troubleshooting steps
Include any relevant case studies or success stories that demonstrate your ability to drive customer success

💵 Compensation & Benefits

Salary Range: $69,000 - $96,000/year, plus commissions or discretionary bonus based on performance. Base pay may vary depending on job-related knowledge, skills, and experience.

Benefits:

Medical, dental, and vision insurance
Financial and other benefits

Working Hours: Full-time position with a standard workweek of 40 hours. Participation in an on-call rotation is required to provide 24/7 support for customers.

🎯 Team & Company Context

🏢 Company Culture

Industry: CyberArk is a global leader in Identity Security, centered on privileged access management. Their products and services help secure critical assets across business applications, distributed workforces, hybrid cloud workloads, and throughout the DevOps lifecycle.

Company Size: CyberArk has a mid-sized global workforce, with a strong focus on innovation, collaboration, and customer success. This size allows for ample opportunities for professional growth and career advancement.

Founded: 1999, with a rich history in the IT security industry and a commitment to staying at the forefront of emerging technologies.

Team Structure:

The Customer Support team is part of the broader Customer Success organization, which includes Customer Support, Professional Services, and Customer Success Management
The team consists of experienced Technical Support Engineers who work closely with other global support colleagues, security services, sales, operations, and administration to ensure customer success
The team is organized around regional customer support hubs, with a matrixed structure that allows for cross-functional collaboration and knowledge sharing

Development Methodology:

CyberArk follows Agile methodologies for product development, with a focus on continuous improvement and customer feedback
The Customer Support team uses a ticket-based system to manage customer issues, with a focus on efficient resolution and customer satisfaction

Company Website: https://www.cyberark.com/

📝 Enhancement Note: CyberArk's company culture is characterized by a strong commitment to innovation, collaboration, and customer success. The company values diversity, inclusion, and continuous learning, and offers numerous opportunities for professional growth and development.

📈 Career & Growth Analysis

Customer Support Engineer Career Level: This role is typically mid-level, with a focus on providing front-line technical support to enterprise customers. The ideal candidate will have a strong technical background and excellent communication skills, with a proven track record of successfully supporting enterprise-level customers.

Reporting Structure: The Customer Support Engineer reports directly to the Manager, Customer Support. The team is organized around regional customer support hubs, with a matrixed structure that allows for cross-functional collaboration and knowledge sharing.

Technical Impact: The Customer Support Engineer plays a critical role in ensuring customer success by resolving technical issues and providing exceptional customer service. Their work directly impacts the customer experience and can drive customer retention and satisfaction.

Growth Opportunities:

Technical Growth: CyberArk offers numerous opportunities for technical growth and development, including training and certification programs, mentorship opportunities, and the chance to work on cutting-edge technologies
Career Advancement: With a mid-sized global workforce and a strong focus on innovation and customer success, CyberArk offers ample opportunities for career advancement, including roles in technical leadership, management, and customer success
Cross-Functional Collaboration: The Customer Support team works closely with other global support colleagues, security services, sales, operations, and administration, providing opportunities for cross-functional collaboration and knowledge sharing

📝 Enhancement Note: CyberArk's focus on innovation, collaboration, and customer success creates a dynamic and challenging work environment that offers numerous opportunities for professional growth and development.

🌐 Work Environment

Office Type: CyberArk's Austin office is a modern, collaborative workspace designed to facilitate innovation, communication, and teamwork. The office features open-concept workspaces, meeting rooms, and breakout areas, with a focus on employee comfort and productivity.

Office Location(s): Austin, Texas, United States

Workspace Context:

Collaborative Workspace: The open-concept workspaces encourage collaboration and communication among team members, with ample opportunities for knowledge sharing and idea exchange
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and testing devices, to support efficient and effective technical support
Cross-Functional Collaboration: The Customer Support team works closely with other global support colleagues, security services, sales, operations, and administration, providing opportunities for cross-functional collaboration and knowledge sharing

Work Schedule: Full-time position with a standard workweek of 40 hours. Participation in an on-call rotation is required to provide 24/7 support for customers.

📝 Enhancement Note: CyberArk's modern, collaborative workspace is designed to facilitate innovation, communication, and teamwork, with a focus on employee comfort and productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and technical background
Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills and troubleshooting abilities
Behavioral Interview: A structured interview to assess cultural fit, communication skills, and customer focus
Final Interview: A final interview with the hiring manager to discuss the role, team dynamics, and career growth opportunities

Portfolio Review Tips:

Highlight any relevant certifications or training in IT security or related fields
Provide detailed documentation of your problem-solving process, including any relevant screenshots, error messages, or troubleshooting steps
Include any relevant case studies or success stories that demonstrate your ability to drive customer success

Technical Challenge Preparation:

Brush up on your technical troubleshooting skills and problem-solving abilities
Familiarize yourself with CyberArk's product line and the broader IT security landscape
Prepare for behavioral interview questions that assess your communication skills, customer focus, and ability to work collaboratively in a team environment

ATS Keywords: Technical Support, Troubleshooting, Problem Solving, Customer Service, Microsoft Windows, Cloud, SaaS, Kubernetes, Jenkins, Ansible, IT Security, Enterprise Support

📝 Enhancement Note: CyberArk's interview process is designed to assess communication skills, technical proficiency, and cultural fit. Candidates should be prepared to demonstrate their problem-solving skills, customer focus, and ability to work collaboratively in a team environment.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

Ticketing System: JIRA Service Desk
Remote Access: Remote Desktop Protocol (RDP), Virtual Network Computing (VNC), and other remote access tools as needed
Monitoring Tools: Nagios, Zabbix, or other monitoring tools as needed

CyberArk Product Line:

Privileged Access Security: CyberArk Privileged Access Security solutions help secure critical assets across business applications, distributed workforces, hybrid cloud workloads, and throughout the DevOps lifecycle
Identity Security: CyberArk Identity Security solutions help protect against identity-based threats, including privileged access abuse, account compromise, and identity sprawl

Infrastructure Tools:

Cloud Platforms: Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP)
Containerization: Kubernetes
Configuration Management: Ansible
Continuous Integration/Continuous Deployment (CI/CD): Jenkins

📝 Enhancement Note: CyberArk's technology stack is designed to support efficient and effective technical support, with a focus on collaboration, automation, and continuous improvement.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put the customer at the center of everything you do
Collaboration: Work together to achieve shared goals and drive customer success
Continuous Learning: Stay curious and committed to lifelong learning and professional development
Innovation: Embrace a culture of innovation and continuous improvement
Integrity: Act with integrity and hold yourself and others accountable for high ethical standards

Collaboration Style:

Cross-Functional Collaboration: Work closely with other global support colleagues, security services, sales, operations, and administration to ensure customer success
Knowledge Sharing: Share your knowledge and expertise with others to drive collective success
Mentorship: Provide mentorship and guidance to help others grow and develop professionally

📝 Enhancement Note: CyberArk's Customer Support team is characterized by a strong commitment to customer focus, collaboration, continuous learning, innovation, and integrity. The team works closely together to achieve shared goals and drive customer success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Resolve complex technical issues through diligent research, reproduction, and troubleshooting
Emerging Technologies: Stay up-to-date with emerging technologies and their impact on CyberArk's product line and the broader IT security landscape
Customer Expectations: Manage customer expectations and ensure customer satisfaction in a dynamic and evolving technical support environment

Learning & Development Opportunities:

Technical Training: Participate in technical training and certification programs to enhance your knowledge and skills
Conference Attendance: Attend industry conferences and events to stay up-to-date with emerging technologies and best practices
Mentorship: Seek out mentorship opportunities to learn from experienced technical support professionals and drive your career growth

📝 Enhancement Note: CyberArk's dynamic and evolving technical support environment presents numerous opportunities for professional growth and development, including technical training, conference attendance, and mentorship.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Prepare for troubleshooting scenarios that test your ability to identify, diagnose, and resolve technical issues
Product Knowledge: Brush up on your knowledge of CyberArk's product line and the broader IT security landscape
Problem-Solving Strategies: Prepare for problem-solving questions that assess your ability to think critically and creatively to resolve complex technical issues

Company & Culture Questions:

Customer Focus: Prepare for questions that assess your ability to put the customer at the center of everything you do
Collaboration: Prepare for questions that assess your ability to work collaboratively with others to achieve shared goals and drive customer success
Continuous Learning: Prepare for questions that assess your commitment to lifelong learning and professional development

Portfolio Presentation Strategy:

Customer Success Stories: Highlight any relevant case studies or success stories that demonstrate your ability to drive customer success
Technical Documentation: Provide detailed documentation of your problem-solving process, including any relevant screenshots, error messages, or troubleshooting steps
Customer Focus: Emphasize your commitment to customer focus and your ability to put the customer at the center of everything you do

📝 Enhancement Note: CyberArk's interview process is designed to assess communication skills, technical proficiency, and cultural fit. Candidates should be prepared to demonstrate their problem-solving skills, customer focus, and ability to work collaboratively in a team environment.

📌 Application Steps

To apply for this Customer Support Engineer position:

Submit Your Application: Submit your application through the application link provided
Customize Your Portfolio: Tailor your portfolio to highlight your technical support experience, problem-solving skills, and customer success stories
Optimize Your Resume: Optimize your resume for web technology roles, highlighting your technical skills, problem-solving abilities, and customer focus
Prepare for Technical Challenges: Brush up on your technical troubleshooting skills and problem-solving abilities, and prepare for hands-on technical assessments
Research CyberArk: Research CyberArk's product line, company culture, and values to ensure a strong fit and demonstrate your enthusiasm for the role

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Engineer