Principal Software Escalation Engineer
About The Position
We are the pCloud group of Idira Platform, developing modern services. Our group's mission is to provide shared services to all modern privilege services and offer rotation services and policies management to customers using secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault-tolerant, high-load, distributed system. We are searching for an outstanding Principal R&D escalation engineer to join us on our journey to provide the best possible support for our customers. As an R&D escalation engineer, you will act both proactively and reactively towards pCloud customer success. You will define and sharpen our proactive monitoring capabilities. You will serve as 4th level support in R&D for pCloud SRS cases, being able to reconstruct, debug, and fix issues from the field.
Requirements
- Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
- 5+ years' experience in Python with the ability to debug code of new features as well as legacy
- Experience with serverless technologies - advantage
- Monitoring tools - Datadog, Prometheus, Grafana etc.
- Problem solver who enjoys being challenged
- Knowledge of AWS and Cloud Computing concepts
Responsibilities
- Leverage extensive customer support experience to provide feedback to internal teams on how to improve services
- Drive customer communication during critical events
- Drive projects that improve support-related processes and customers’ technical support experience
- Learn and use groundbreaking technologies
- Apply advanced troubleshooting techniques to provide unique solutions to services
- 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
- Understands API’s and micro-services 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
- Eager to work and collaborate with support and customers to troubleshoot and solve issues
Benefits
- Restricted stock units
- Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Principal
