Software Escalation Engineer

Company Description

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

Job Description:

CyberArk is seeking a Software Escalations Engineer responsible for handling customer support escalations to R&D. In this role you will work closely with internal engineering teams and customer-facing teams, ensuring a customer first focus, provide solutions to Escalated Issues (with necessary code fixes or co-ordination with the R&D as appropriate and by taking guidance from R&D/Engineering teams).

Responsibilities:

• Review customer escalations to R&D to Improve the process of Case Escalations to R&D by setting the expectations for when a case needs escalation and what data it must contain.
• Working Knowledge of Coding Languages (Python, Visual Studio, ASP.Net, Java, C#, Database) in an Agile Development Environment.
• Working Knowledge of Cloud Technologies/DEVOPS Tools, Ability to write scripts, provide code-based solutions and bug fixes for Customer Escalations.
• Become a trusted expert across the CyberArk product base to ensure escalations needing R&D engagement go to the correct development teams, work to identify common issues, patterns of problems customers encounter based on the data from the cases.
• Collaborate across the R&D organization to ensure timely progress and updates on customer escalations.
• Advanced understanding of the product’s architecture, behavior, limitations, and logs, solve issues in internal R&D and integration environments, replicating advanced deployment scenarios on lab environment.
• Use of troubleshooting tools that are relevant to the product technology and OS such as sys-internals, Wireshark, Strace, etc.
• Learn and contribute to CyberArk ecosystems, products and integrations, Monitoring using the Salesforce dashboards to extract useful data about the project’s escalations.
• Partner with Support and knowledge teams to ensure that SOPs exist and are used for R&D escalation use cases.

#IL-MP01

Qualifications

Requirements:

• Bachelor’s Degree in Computer Science or related field
• Strong verbal and written communication skills
• Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
• Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
• Independently analyze and resolve technical problems (both on customer escalations and internal)
• Minimum 2-5 years professional experience with the following technologies
• Experience with Windows Operating Systems
• Experience with UNIX/Linux
• Experience with IIS and LDAP
• Experience with virtualization
• Experience with the following technologies: IDM, SSO, SIEM, Application Servers, Authentication Products and Ticketing System a plus
• Experience with Cloud Services – AWS, Google, Azure a plus
• Experience with C#, ASP.NET MVC a plus
• Cybersecurity Experience Preferred