Support Engineer Tier 2

Tier 2 Support Engineer – On Prem L2 (CPM, Vault, PVWA, PSM) and EPM L2

Duties and Responsibilities:

• 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.

Requirements:

• At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company.
• 3+ 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.
• Must have excellent communication skills and a passion for providing world-class service.
• 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 2016/2019 Server.
• Participate in on-call rotation basis in order to provide 24/7 support for the customers
• Nice to have CyberArk experience.
• Proficiency in English both written and spoken.

ADD specifics for pods here:

• For EPM role / 3
  • MacOS experience – heavily desired
  • Linux
• For DV / Core PAS roles / EPM 
  • Windows and Linux Server Administration experience 
  • Knowledge of containerized machines (Docker, K8s, Ansible, Jenkins, etc) a plus
  • Active Directory or other LDAP directory experience
  • Experience with MySQL database queries
  • Azure/AWS experience
  • Basic knowledge of IT networks
  • Ability to work in a fast-paced environment and make quick and informed troubleshooting decisions

Advantages:@AA

• Computer Science education and/or technical certifications
• Experience working with Linux or Unix Operating Systems.
• Experience working with Mac Operating Systems.
• Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).
• Experience of single sign on solutions (e.g. Okta, ADFS).
• Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.