Premium Support Engineer

What You Will Do
As a Premium Support Engineer, your primary focus will be on tailoring CyberArk's customer experience and ensure a successful product experience. You will collaborate closely with partners and Enterprise Customer Success Managers to become a trusted technical expert for our customers, addressing their needs both proactively and reactively. This involves conducting advanced analysis, troubleshooting, and problem isolation to resolve technical issues for our customers and partners. The ideal candidate will maintain a high level of proficiency across all company products, including integrating CyberArk products with third-party enterprise systems. Additionally, they will need to maintain strong customer relations while effectively managing multiple cases simultaneously.

Responsibilities:

• Provide technical support to premium customer accounts.
• Troubleshoot and resolve complex, critical, and sensitive support issues via phone, email, and occasionally remote sessions.
• Collaborate efficiently with Technical Support colleagues locally in Singapore and globally across locations including APJ, UK, US, and Singapore.
• Engage with next-tier support, development, or product management colleagues when necessary to resolve customer problems.
• Escalate critical issues and roadblocks through various available internal escalation paths.
• Transition product issues to Engineering and product enhancements to Product Management, providing regular updates to the customer.
• Reproduce customer issues and, when necessary, document solutions to known/common issues.
• Learning and accumulating knowledge on new technologies, and act as a multiplier.
• Be available for on-call duties after hours and on weekends occasionally.
• Attend and contribute to customer-facing conferences.
• Manage customer communication and expectations.

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Requirements

What You Need To Succeed

• Bachelor of Science in Computer Science or related Technical Field.
• Ideally, 5 years of experience in Enterprise Technical Support or a similar position in a software company.
• Strong knowledge of Windows OS and proficiency in Linux/*Nix OS.
• Proven technical and troubleshooting skills.
• Ability to understand the technical aspects of complex systems.
• Strong problem-solving abilities and the capacity to provide effective resolutions.
• Excellent written and verbal communication skills with a customer-centric approach.
• Ability and willingness to learn and work independently as well as within a team.