Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Summary
We are looking to hire a Customer Support Engineer, who will provide front-line technical support for CyberArk's worldwide enterprise customers and partners. You will support CyberArk's product line of IT Security and Privileged Identity Management solutions and resolve customers' technical problems by interacting with them via web, phone, and email. The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of CyberArk's customers and the company.
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.
Participate in on-call rotation to provide 24/7 support for CyberArk's customers
Work directly with R&D teams
Qualifications
A minimum 3 years experience in Technical Support or a position of a similar nature in a software company. 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 in 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.
Proven experience with Microsoft and Unix operating systems.
Excellent time management, decision-making, prioritization, and organization skills.
All communication, internal and external, requires a high level of English.
Advantages:
Familiarity with CyberArk products
Familiarity with DevOps/SRE tools or methodologies.
Experience working with Cloud platforms (AWS/Azure/GCP). Programming\Scripting languages.
Networks, Firewalls, DNS, Proxy servers, Reverse Proxy, Sniffers, Web servers and Web applications. Authentication methods (RSA SecurID, Smart cards, Tokens, Radius, LDAP).
Experience with single sign-on solutions (e.g. Shibboleth, ADFS).
Experience in Windows Clustering, Network Load Balancing, SAN technologies and disaster recovery.
Experience working directly with development.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
