Senior Technical Escalation Engineer - pCloud at CyberArk

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

170000.0

Posted On

28 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Escalation, Cloud Platform, Customer Support, C#, AWS GovCloud, Scripting, Automation, Windows OS, Linux OS, Troubleshooting, Problem Solving, Communication, Team Collaboration, Security, Identity Management, FedRAMP

Industry

Computer and Network Security

Description

Company Description 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. Job Description 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. 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 #LI-JH1 Qualifications 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 TM specific: Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting. SIA specific: 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. pCloud specific 3+ years' experience in C# with the ability to debug code of new features as well as legacy Additional Information 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. Career Site Location: USA

Responsibilities

The Senior Technical Escalation Engineer will resolve technical issues related to the Privilege Cloud product, focusing on FedRAMP customers. This role involves investigating escalated issues, maintaining relationships with development and support teams, and providing quick response code changes as needed.