Escalation Engineer

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 Twitter, LinkedIn or Facebook.

We are searching for an outstanding R&D escalation engineer to join us on our journey to provide the best possible support for our customers. We are a group that is building one CyberArk’s strategic SaaS products for Cloud Security.  As R&D escalation engineer you will act both proactive and reactive towards SCA customer success.

You will define and sharpen our proactive monitoring capabilities. You will serve as 4th level support in R&D for SCA cases being able to reconstruct, debug and fix issues from the field.

• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our service
• Interact with leading engineers across the company
• Reproduce and resolve customer issues
• Write tutorials and other technical articles for the CyberArk’s community
• Problem solver who enjoys being challenged
• Passionate about solving customer facing issues
• Self-learner, with great technical skills and high attention to details
• Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
• Eager to work and collaborate with support and customers to troubleshoot and solve issues
• Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• Experience with cloud/SaaS environment (AWS serverless architecture)
• Experience with Datadog and AWS CloudWatch

• Experience with Azure, GCP (particularly IAM security models)
• Experience in Python
• Experience in AWS like AWS Lambda, SQS, SNS and EventBridge
• Experience with DynamoDb or similar NoSQL database development
• Experience with OpenSearch/ElasticSearch

CyberArk is an Equal Opportunity/Affirmative Action 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 $85,000 – $120,000/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.