Software Escalation Engineer

CyberArk is a global leader in identity security, trusted by organizations to secure human and machine identities. The Software Escalation Engineer will act as a proactive and reactive support for customers, focusing on monitoring capabilities, troubleshooting issues, and providing technical support.

Responsibilities:

• Be proactive in resolving and analyzing issues and serve as a focal point for handling cases
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Learn and use groundbreaking technologies
• Be eager to work and collaborate with developers, other escalation engineers, support and customers to troubleshoot and solve issues
• Apply advanced troubleshooting techniques to provide unique solutions to our service
• Interact with leading engineers across the company
• Reproduce and resolve customer issues
• Write tutorials and other technical articles for the CyberArk’s community
• Monitor and improve the availability, performance, and security of production services
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Passionate about solving customer facing issues
• Self-learner, with great technical skills and high attention to details
• Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis

Requirements:

• Be proactive in resolving and analyzing issues and serve as a focal point for handling cases
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers' technical support experience
• Learn and use groundbreaking technologies
• Be eager to work and collaborate with developers, other escalation engineers, support and customers to troubleshoot and solve issues
• Apply advanced troubleshooting techniques to provide unique solutions to our service
• Interact with leading engineers across the company
• Reproduce and resolve customer issues
• Write tutorials and other technical articles for the CyberArk's community
• Monitor and improve the availability, performance, and security of production services
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Passionate about solving customer facing issues
• Self-learner, with great technical skills and high attention to details
• Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
• Bachelor's degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 3+ years' experience in C# with the ability to debug code of new features as well as legacy – an advantage