Key Responsibilities
- Respond to customer technical inquiries via ticketing systems, live sessions, and phone calls
- Troubleshoot and resolve CyberArk PAM-related issues through research, reproduction, and analysis
- Address customer business and technical needs with structured problem-solving
- Document all technical cases, investigations, and resolutions clearly
- Handle multiple issues simultaneously in a high-pressure support environment
- Collaborate with local and global teams while also working independently when required
Education & Certifications
- Bachelor's or Associate's degree in Computer Systems, Networking, or related field (or equivalent experience)
- CyberArk certifications (Defender, Trustee) are highly desirable
- Other cybersecurity certifications (e.g., CISSP, CompTIA Security+) are an advantage
Required Qualifications & Experience
- Fluent English and Japanese-speaking minimal N-4
- Minimum 3 years of experience in Technical Support, specifically with CyberArk PAM
- Strong background in cybersecurity concepts (access control, authentication, encryption, etc.)
- Experience as a Windows Server System Administrator
- Solid understanding of networking fundamentals
- Ability to quickly understand and troubleshoot complex systems
- Experience supporting SaaS or cybersecurity platforms is a strong plus
- Linux support experience is a plus
Technical Skills & Competencies
- Hands-on experience with CyberArk components (Vault, CPM, PSM, etc.)
- Strong knowledge of security protocols
- Experience troubleshooting connectivity and network-related issues (Windows-focused)
- Familiarity with Linux-based systems (plus)
- Experience with AWS and/or Azure
- Strong working knowledge of Active Directory / LDAP
- Experience using ticketing tools such as ServiceNow or Salesforce
- Exposure to SIEM, IAM, MFA, or related security technologies is a plus
