Escalation Engineer - Pcloud
Cyberark

Job Info

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Who we are:

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.

What You'll Do:

We are the pCloud team at CyberArk and our mission is to provide shared services to all modern privilege services and provide rotation services and policies management to customers using secure communication with 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 an R&D escalation engineer, you will be both proactive and reactive in support of our pCloud customer success.

You will define and sharpen our proactive monitoring capabilities.

You will serve as 4th level support in R&D for pCloud SRS cases, being able to reconstruct, debug and fix issues from the field.

What you need to succeed:

• 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 community.
• Monitor and improve the availability, performance, and security of production services.
• Understands API's and micro-services concepts.
• Experience with serverless technologies - advantage.
• Monitoring tools - Datadog, Prometheus, Grafana etc.
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Bachelor's degree in STEM field OR equivalent experience in a technical position
• 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.
• 3+ years' experience in Python with the ability to debug code of new features as well as legacy.
• Must be a US citizen living in the United States to be considered for this role.

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.

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