Software Escalation Engineer

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.

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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