Customer Support Engineer (Pune based)

Company Description

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. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description

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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Qualifications

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.