Senior Technical Escalation Engineer - EPM

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.

CyberArk is seeking a Technical Escalations Engineer responsible for handling customer support escalations to R&D.  In this role, you will provide technical expertise and guidance for customer issues escalated to R&D. In this role you will work closely with internal engineering teams and customer-facing teams, ensuring a customer first focus.

Responsibilities:

• • Review customer escalations to R&D to ensure that all required technical details are provided
• Become a trusted expert across the CyberArk product base to ensure escalations needing R&D engagement go to the correct development teams
• Collaborate across the R&D organization to ensure timely progress and updates on customer escalations
• Partner with Support and knowledge teams to ensure that SOPs exist and are used for R&D escalation use cases
• Investigate technical issues escalated to R&D to find a solution for our customers

 

• • US Citizenship 
• 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.
• Minimum 3-5 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

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CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

We are unable to sponsor or take over sponsorship of employment Visa at this time. 

The salary range for this position is $116,000 – $170,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.