Senior Software Escalation Engineer

2 Months ago • 5 Years + • Software Development & Engineering • $116,000 PA - $160,000 PA

Job Summary

Job Description

The Senior Escalation Engineer will assist with CyberArk Secure Infrastructure Access (SIA) solutions and resolve technical issues. This role involves collaborating with SIA R&D, Support, and enterprise customers. Responsibilities include resolving customer technical issues through research, troubleshooting, and applying code changes, identifying root causes, and offering solutions. The engineer will also work with customers, provide quick code changes, and maintain relationships with various teams. The engineer will learn new technologies and contribute to the long-term success of CyberArk and its customers. The compensation package includes medical, dental, vision, financial, and other benefits.
Must have:
  • 5 years of experience in escalation support or similar role
  • 2+ years of experience at SaaS or security enterprise companies
  • 3 years of hands-on experience with C++
  • Excellent presentation, verbal, and written communication skills
  • Ability to comprehend complex SaaS systems
  • Enterprise level troubleshooting and support experience
Good to have:
  • Experience in Security companies
  • Experience with Python
Perks:
  • Wide range of medical, dental, vision, financial, and other benefits

Job Details

About CyberArk:
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 X, LinkedIn or Facebook.

Job Description

We are looking for a Senior Escalation Engineer to assist with CyberArk Secure Infrastructure Access (SIA) solutions and resolve technical issues.

As a Senior Escalation Engineer, you will work with SIA R&D, Support and our enterprise customers and partners. You will resolve customer technical issues through research, reproduction, and troubleshooting, using your knowledge to analyze and apply code changes as needed.

You will learn new technologies, take on new challenges, and drive key initiatives to ensure the long-term success of CyberArk’s customers and the company.

Responsibilities:

  • Assist our customers in making the most value from our product
  • Collaborate closely with R&D and Customer Support teams to ensure customer issues are addressed promptly and with high quality
  • Identify root cause of issues, find common ground and offer/deliver solutions for those issues
  • When required, work together with our customers on reported issues
  • Provide quick response code changes as required
  • Establish and maintain effective working relationships with R&D, Support and field engineers

#LI-KR1

Qualifications
  • Minimum of 5 years of experience in escalation support or a similar role within a software company
  • More than 2 years of experience at SaaS or security enterprise companies
  • 3 years of hands-on experience with C++, with Python as an advantage
  • Excellent presentation, verbal and written communications skills
  • Ability to comprehend the technical aspects of a complex SaaS system
  • Enterprise level troubleshooting and Support experience
  • Experience in Security companies – An advantage
Additional Information

CyberArk is an Equal Opportunity 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 $116,000 – $160,000/year, 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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About The Company

CyberArk's mission is to secure the world against cyber threats so together we can move fearlessly forward. CyberArk is a global leader in identity security, helping organizations worldwide protect their most valuable assets and critical infrastructure. They offer a comprehensive platform that addresses the evolving challenges of identity-related risks, providing solutions for workforce access, privileged access, customer access, and machine identity security. CyberArk is committed to innovation and providing cutting-edge security solutions that empower their customers to be more secure and efficient.

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