Senior Technical Escalation Engineer - EPM

CyberArk•Boston, MA

3d•$116,000 - $170,000

About The Position

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.

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.
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

Nice To Haves

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

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

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