Customer Support Engineer

3 weeks ago


Pune, India CyberArk Full time

Job Description Key Responsibilities: - Provide exceptional technical support to enterprise customers through web portals, live sessions, and phone interactions. - Diagnose and resolve complex technical issues using deep analytical and problem-solving skills. - Document customer interactions and technical resolutions thoroughly to enhance internal and external knowledge bases. - Collaborate with cross-functional teams globally to deliver timely and effective customer solutions. - Participate in a quarterly on-call rotation to provide 24/7 support, ensuring customer issues are addressed promptly. - Continuously update technical knowledge to keep pace with evolving technologies and company products. - Maintain a customer-first mindset, ensuring all interactions promote trust and satisfaction. Qualifications: - 35 years of experience in technical support or a related technical role within a software organization. - Strong understanding of complex environments such as clusters, distributed vaults, hybrid infrastructures, and virtual desktop environments (VDIs). - Proficiency in Microsoft Windows operating systems and server platforms (Windows Server 2008, 2012, 2016). - Excellent troubleshooting and root-cause analysis skills. - Strong communication and interpersonal abilities to deliver clear, effective customer support. - Exceptional time management, organizational, and decision-making skills. - Highly self-motivated, proactive, and capable of working independently or within a global collaborative team. - Demonstrated commitment to continuous learning and professional development.



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