This job was posted by https://okjobmatch.com : For more information,
please see: https://okjobmatch.com/jobs/3091904 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
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- 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/y ar, 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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