Senior Software Escalation Engineer
Job Summary
Job Description
CyberArk is seeking a Senior Escalation Engineer to support CyberArk Secure Infrastructure Access (SIA) solutions and resolve technical issues. This role involves collaborating with R&D, Support, and enterprise customers to troubleshoot, reproduce, and resolve technical problems, including applying necessary code changes. The engineer will drive initiatives to ensure customer success and continuously learn new technologies.
Must have:
- 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
- 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
Good to have:
- Experience in Security companies
- Hands-on experience with Python
Perks:
- Wide range of medical benefits
- Dental benefits
- Vision benefits
- Financial benefits
- Other benefits
5 skills required
Job Details
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
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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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