Job Description

R&D
|
India
|
Job ID - POS4839_2

Company Description

About CyberArk

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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.

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CyberArk is seeking a Software Escalations Engineer responsible for handling customer support escalations to R&D. In this role you will work closely with internal engineering teams and customer-facing teams, ensuring a customer first focus, provide solutions to Escalated Issues (with necessary code fixes or co-ordination with the R&D as appropriate and by taking guidance from R&D/Engineering teams).

Responsibilities:

+ Review customer escalations to R&D to Improve the process of Case Escalations to R&D by setting the expectations for when a case needs escalation and what data it must contain. + Working Knowledge of Coding Languages (Python, Visual Studio, ASP.Net, Java, C#, Database) in an Agile Development Environment.
+ Working Knowledge of Cloud Technologies/DEVOPS Tools, Ability to write scripts, provide code-based solutions and bug fixes for Customer Escalations.
+ Become a trusted expert across the CyberArk product base to ensure escalations needing R&D engagement go to the correct development teams, work to identify common issues, patterns of problems customers encounter based on the data from the cases.
+ Collaborate across the R&D organization to ensure timely progress and updates on customer escalations.
+ Advanced understanding of the product's architecture, behavior, limitations, and logs, solve issues in internal R&D and integration environments, replicating advanced deployment scenarios on lab environment.
+ Use of troubleshooting tools that are relevant to the product technology and OS such as sys-internals, Wireshark, Strace, etc.
+ Learn and contribute to CyberArk ecosystems, products and integrations, Monitoring using the Salesforce dashboards to extract useful data about the project's escalations.
+ Partner with Support and knowledge teams to ensure that SOPs exist and are used for R&D escalation use cases.


#IL-MP01

Qualifications

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.
+ Independently analyze and resolve technical problems (both on customer escalations and internal)
+

Minimum 2-5

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