Premium Support Engineer, Identity Security (Sydney based)

As a Premium Support Engineer your primary focus will be on tailoring CyberArk's customer experience and ensuring a successful product experience. You will collaborate closely with our partners and 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

• Customer Technical Management: Provide technical support to premium customer accounts and, in addition, support the global support team in assisting a wide pool of customers.

• Advanced Troubleshooting: Analyze and resolve complex, critical and sensitive technical issues involving CyberArk solutions and their integration with third-party enterprise systems.

• Global Coordination: Collaborate with regional and global support offices (JAPAC, EMEA, Americas) to maintain service levels and share technical findings.

• Escalation Support: Coordinate with Engineering and Product Management to address persistent issues, providing customers with clear updates on bug fixes or feature requests.

• Technical Documentation: Reproduce customer environments to validate issues and document resolutions to improve the collective knowledge of the global support team.

• Availability: Participate in a scheduled on-call rotation for after-hours and weekend support as required.

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• Education & Experience: B.S. in Computer Science or a related technical field, with approximately 5 years of experience in enterprise-level technical support.

• Operating Systems: Practical proficiency in Windows Server administration and Linux environments.

• Technical Breadth: A working knowledge of networking (TCP/IP, DNS), cloud infrastructure, and general security principles.

• Analytical Approach: Demonstrated ability to methodically isolate variables in complex systems to identify root causes.

• Communication: Ability to provide clear, concise technical explanations to both technical and non-technical stakeholders.

• Self-Direction: Capable of managing a consistent caseload independently while contributing to team-wide initiatives