Premium Support Engineer, Identity Security (Sydney based)

Cyberark1

Sydney, New South Wales, Australia Hybrid permanent

Posted: May 7, 2026

Job Description

About CyberArk

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. Learn more at cyberark.com.

As a Premium Support Engineer your primary focus will be on tailoring CyberArk's customer experience and ensuring a successful product experience. You will collaborate closely with our partners and Customer Success Managers to become a trusted technical expert for our customers, addressing their needs both proactively and reactively. This involves conducting advanced analysis, troubleshooting, and problem isolation to resolve technical issues for our customers and partners. The ideal candidate will maintain a high level of proficiency across all company products, including integrating CyberArk products with third-party enterprise systems. Additionally, they will need to maintain strong customer relations while effectively managing multiple cases simultaneously.

Responsibilities

• Customer Technical Management: Provide technical support to premium customer accounts and, in addition, support the global support team in assisting a wide pool of customers.

• Advanced Troubleshooting: Analyze and resolve complex, critical and sensitive technical issues involving CyberArk solutions and their integration with third-party enterprise systems.

• Global Coordination: Collaborate with regional and global support offices (JAPAC, EMEA, Americas) to maintain service levels and share technical findings.

• Escalation Support: Coordinate with Engineering and Product Management to address persistent issues, providing customers with clear updates on bug fixes or feature requests.

• Technical Documentation: Reproduce customer environments to validate issues and document resolutions to improve the collective knowledge of the global support team.

• Availability: Participate in a scheduled on-call rotation for after-hours and weekend support as required.

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• Education & Experience: B.S. in Computer Science or a related technical field, with approximately 5 years of experience in enterprise-level technical support.

• Operating Systems: Practical proficiency in Windows Server administration and Linux environments.

• Technical Breadth: A working knowledge of networking (TCP/IP, DNS), cloud infrastructure, and general security principles.

• Analytical Approach: Demonstrated ability to methodically isolate variables in complex systems to identify root causes.

• Communication: Ability to provide clear, concise technical explanations to both technical and non-technical stakeholders.

• Self-Direction: Capable of managing a consistent caseload independently while contributing to team-wide initiatives

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