Software Escalation Engineer
About The Position
We are the DV pCloud group of CyberArk. Our group provides the DV pCloud back-end services and developing modern services. Our group's mission is to protect sensitive assets using an access control layer (authentication & authorization), cryptography, and secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault-tolerant, high-load, distributed system. 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. As R&D escalation engineer you will act both proactive and reactive towards pCloud Commercial and Federal customer success. You will define and sharpen our proactive monitoring capabilities. You will serve as 4th level support in R&D for DV pCloud cases being able to reconstruct, debug and fix issues from the field. #LI-JH1
Requirements
- Problem solver who enjoys being challenged
- Knowledge of AWS and Cloud Computing concepts
- 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
- Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
- 3+ years' experience in C# with the ability to debug code of new features as well as legacy – an advantage.
Responsibilities
- Be proactive in resolving and analyzing issues and serve as a focal point for handling cases.
- 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
- Be eager to work and collaborate with developers, other escalation engineers, support and customers to troubleshoot and solve issues
- 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
- Monitor and improve the availability, performance, and security of production services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
