Senior Technical Escalation Engineer - pCloud

CyberArk•Boston, MA

2d•$116,000 - $170,000

About The Position

We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product. As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.

Requirements

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
3+ years' experience in C# with the ability to debug code of new features as well as legacy
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.
Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting.

Nice To Haves

Hands on experience with AWS GovCloud – An advantage
Experience in Security companies – An advantage

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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume