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Cyberark
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Software Escalation Engineer

Software Escalation Engineer

Cyberark

2 - 5 years

17 - 19 Lacs

hyderabad

Posted:3 days ago| Platform:

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Skills Required

unix iis linux ldap coding windows visual studio troubleshooting python salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

Requirements:

bachelors Degree in Computer Science or related field
Strong verbal and written communication skills
Ability to navigate conflicting priorities without losing customer focus

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Software Escalation Engineer