Senior Technical Escalation Engineer - EPM

Senior Technical Escalation Engineer - EPM

Full-time

Cyber Ark, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. Cyber Ark’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere.

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Cyber Ark 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.

• Review customer escalations to R&D to ensure that all required technical details are provided
• Become a trusted expert across the Cyber Ark 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

• 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
• 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 MVCa plus
• Cybersecurity Experience Preferred

Cyber Ark 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.