Senior Software Escalation Engineer

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

Qualifications

• Minimum of 5 years of experience in escalation support or a similar role within a software company
• Experience in Windows administration and power user including Domain Controllers, GPO, Active Directory, LDAP and Kerberos.
• More than 2 years of experience at SaaS or security enterprise companies
• Ability to comprehend the technical aspects of a complex SaaS system
• Enterprise level troubleshooting and Support experience
• Excellent presentation, verbal and written communications skills
• Experience in Security companies an advantage
• Hands-on experience with Python an advantage