Job Description:
Who we are:
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.
About the team:
CyberArk Support provides 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 Identity Management solutions. They resolve the customer's technical problems by interacting with them via web, phone, and email.
About the position:
Reporting to the Director of Technical Support, the Premium Support Manager will manage and lead the regional Premium Support Engineers team and will fully own the second line support in this region.
The Premium Support Manager is part of the Support Leadership, responsible for the direction of the Support group in CyberArk.
What you will do:
- Lead, manage, mentor, and ensure development of the regional Premium Support team in coordination with the regional Director and other team Managers
- Be responsible for support provided to all of CyberArk's Premium customers, by local team members, global teams, and other departments
- Manage business and technical escalations, together with other departments and regions, through to resolution
- Define, and measure team KPI's. Tracking team performance, and encourage continuous improvement
- Participate in the definition, planning, and execution of the team roadmap according to CyberArk's strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team's productivity, quality, wellbeing, and success
- Fully manage support related projects, inception to implementation. Working with other departments on such projects, and ensure their success
- Learn about the business and what drives competitive advantage
- Seek to understand the strategic planning process and how their work relates to the business overall.
What you need to succeed:
- 3+ years' experience in enterprise level Support management leading 8+ Engineers
- Customer centric, leader by heart with heightened sense of empathy
- Experience in handling technical escalations
- Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure
- Experience in hiring, training and mentoring people for excellence
- Ability to define and design tools and processes
- Positive can-do attitude, both internally and in customer-facing situations.
- Excellent communication and organizational skills
- Excellent written and verbal English skills
- Proven technical skills
- Strong knowledge of Windows OS
- Capable of understanding the technical aspects of a complex systems
- Capable of researching and understanding third party software and APIs
- Strong ability to troubleshoot issues and provide resolution
CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
We are unable to sponsor or take over sponsorship of employment Visa at this time.
The salary range for this position is $105,000 - $150,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.
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