Senior Technical Escalation Engineer - pCloud

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations to secure identities in the modern enterprise. They are seeking a Technical Escalation Engineer to resolve technical issues with a focus on their Privilege Cloud (pCloud) FedRAMP product, collaborating closely with development and support teams.

Responsibilities:

• Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
• Review customer escalations to ensure that all required technical details are provided
• Investigate technical issues escalated by Customer Support to find a solution for our customers
• Establish and maintain effective working relationships with Development, Support, and field engineers
• When required, work directly with Customer Support and customers on reported issues
• Provide quick response code changes as required
• Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert

Requirements:

• US Citizenship
• Bachelor's Degree in Computer Science or related field
• Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
• Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
• Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
• Ability to comprehend the technical aspects of a complex SaaS system
• Hands on experience with AWS GovCloud – An advantage
• Experience in Security companies – An advantage
• Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting
• Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management, system administration basics, remote access using RDP and SSH
• 3+ years' experience in C# with the ability to debug code of new features as well as legacy