Software Escalation Engineer
Responsibilities:
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- 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-MP01Qualifications
Requirements:
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- 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
