Enterprise Support Engineer

Cyberark (Tokyo, 日本) フォロー 1日前

Remote Friendly Other Full-time IT Security DevOps Microsoft Windows Writing CyberARK

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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 Twitter, LinkedIn or Facebook.

Job Description

CyberArk Enterprise Support Engineers provide front-line technical support for the company’s worldwide enterprise customers and partners. They support the entire CyberArk product line of IT Security and Privileged Access Management solutions, and resolve the customer’s technical problems by interacting with them via web, phone, and email.

With CyberArk being a market leading, innovative software company, the Enterprise Support Engineers are working to learn, develop, and progress within the IT Security world and CyberArk’s global enterprise customers. As such, they have both breadth and depth of knowledge with the company’s line of products covering Enterprise IT, Cloud, and the security world. They resolve customer technical issues through diligent research, reproduction and troubleshooting utilizing all the knowledge they have acquired. They have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensure the long-term success of CyberArk’s customers and the company. CyberArk’s Enterprise Support Engineers have excellent communication skills, and as well as supporting CyberArk’s customers, look to support their colleagues and peers throughout the organization.

Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.

仕事概要

CyberArk Enterprise Support Engineersは、世界中の企業のお客様やパートナー様に最先端のテクニカルサポートを提供します。ITセキュリティと特権アクセス管理ソリューションのCyberArk製品ライン全体をサポートし、Web、電話、電子メールを通じてお客様と対話しながら、顧客の技術的な問題を解決します。

サイバーアークは市場をリードする革新的なソフトウェア企業であり、Enterprise Support Engineerは、ITセキュリティ業界とサイバーアークのグローバルな企業のお客様の中で学び、成長し、発展する様に取り組んでいます。

そのため、エンタープライズIT、クラウド、セキュリティ業界をカバーする当社の製品ラインについて、幅広く、深い知識を有しています。習得した知識を駆使し、真摯に調査、再現、トラブルシューティングを行い、お客様の技術的な問題を解決します。

また、サイバーアークのお客様と長期的な成功のために、新しい技術を学び、新しいことに挑戦し、重要なイニシアチブをとることに意欲的です。

サイバーアークのEnterprise Support Engineersは、優れたコミュニケーションスキルを持ち、お客様をサポートするだけでなく、組織全体の同僚や仲間をサポートすることも視野に入れています。

主な職務内容

- ウェブポータル、ライブセッション、電話などを通じて、お客様からの問い合わせや技術的な問題に対応する。

- お客様のビジネスニーズや技術的な問題に対し、習得した知識を生かしながら、真摯に調査、再現、トラブルシューティングを行う。

- すべての技術的な問い合わせを文書化する。社内向けとお客様向けの知識共有のためのコンテンツを開発し、レビューする。

- 他のグローバルサポート担当者、セキュリティサービス、営業、オペレーション、管理部門と直接協力し、顧客と会社の長期的な成功を確保する。

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Qualifications

At least 7 years’ experience in Technical Support or a position of similar nature in a software company.
Candidates with more experience could be considered for a senior role.
1+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
Capable of understanding the technical aspects of a complex system.
Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
Knowledge of high level networking and troubleshooting.
Must have excellent communication skills and a passion for providing world-class service.
Japanese Language: fluent in reading, writing and speaking. English Language: Business level in reading and writing; moderate spoken English skills.
Experience of directly supporting enterprise-level customers.
Ability and desire to learn products and technologies.
Must be able to work independently as well as with others, as part of a domestic and international team.
Excellent time management, decision making, prioritization and organization skills.
Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server
Participate in on-call rotation on a quarterly basis in order to provide 24/7 support for the customers

Preferred Experience