Premium Support Engineer - Singapore - CyberArk

CyberArk

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Date:
May 10, 2024- Location: Singapore, Singapore- Job Category: Technical Support- Department: Customer Success
Who We Are

What You Will Do

Responsibilities:

Provide technical support to premium customer accounts.
Collaborate efficiently with Technical Support colleagues locally in Singapore and globally across locations including APJ, UK, US, and Singapore.
Engage with nexttier support, development, or product management colleagues when necessary to resolve customer problems.
Escalate critical issues and roadblocks through various available internal escalation paths.
Transition product issues to Engineering and product enhancements to Product Management, providing regular updates to the customer.
Reproduce customer issues and, when necessary, document solutions to known/common issues.
Learning and accumulating knowledge on new technologies, and act as a multiplier.
Be available for oncall duties after hours and on weekends occasionally.
Attend and contribute to customerfacing conferences.
Manage customer communication and expectations.

What You Need To Succeed

Bachelor of Science in Computer Science or related Technical Field.
Ideally, 5 years of experience in Enterprise Technical Support or a similar position in a software company.
Strong knowledge of Windows OS and proficiency in Linux/*Nix OS.
Proven technical and troubleshooting skills.
Ability to understand the technical aspects of complex systems.
Strong problemsolving abilities and the capacity to provide effective resolutions.
Excellent written and verbal communication skills with a customercentric approach.
Ability and willingness to learn and work independently as well as within a team.