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Enterprise Support Manager

Date:  Mar 17, 2023

India, Hyderabad

Job Category:  Technical Support
Department:  Customer Success

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, read the CyberArk blogs or follow us on Twitter via @CyberArk, LinkedIn or Facebook.


What you will do:

CyberArk Enterprise Support Team provides specialist 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. 


CyberArk as a market leader, with global presence, has such teams across the globe, working together to provide full coverage, and excellent enterprise level support. 


Reporting to the regional Director of Technical Support, the Enterprise Support Manager will manage and lead the local Enterprise Support Engineers team, as well as managing the day-to-day operation.  


The Enterprise Support Manager is part of the Enterprise Support Leadership, responsible for the direction of product specialist support in CyberArk.  


The Enterprise Support Manager will: 

•    Lead, manage, mentor, and ensure development of the local Enterprise Support team 
•    Be responsible for support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments 
•    Manage and own business and technical escalations, together with other departments and regions, through to resolution 
•    Builds and fine tune processes in alignment with daily operations 
•    Define, and measure team KPI’s, tracking team performance and drive 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 
•    Learns about the business and implement competitive advantage drivers 
•    Seeks to understand the strategic planning process and how his/her work relates to the business overall. 
•    Serve as mentor and coach, maintaining technical expertise with CyberArk’s wide range of products 


What you need to succeed:

•    8+ years' experience in Technical Support or a similar technical team 
•    3+ years in a supervisory or leadership capacity  
•    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 and *NIX operating systems 
•    Capable of understanding the technical aspects of a complex systems 
•    Proven Team player with track record in developing high performing teams 
•    Experience in managing multiple disciplines within a support organizations a plus



Apply now

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