Software Escalation Engineer

• Responsible for handling customer support escalations to R&D, ensuring a customer-first focus.
• Work closely with internal engineering teams and customer-facing teams to resolve escalated issues, including necessary code fixes or coordination with R&D/Engineering teams.
• Review customer escalations to R&D, and improve the process for case escalations by defining when a case needs escalation and ensuring all necessary data is included.
• Write scripts and provide code-based solutions or bug fixes for customer escalations.
• Act as a trusted expert across the CyberArk product base, ensuring escalations are directed to the correct development teams.
• Work to identify common issues and patterns based on data from escalated cases.
• Collaborate with the R&D organization to ensure timely progress and updates on customer escalations.
• Demonstrate advanced understanding of the product's architecture, behavior, limitations, and logs to solve issues in internal R&D and integration environments.
• Replicate advanced deployment scenarios in a lab environment to troubleshoot and solve escalated issues.
• Use relevant troubleshooting tools such as sys-internals, Wireshark, Strace, etc.
• Learn and contribute to CyberArk ecosystems, products, and integrations.
• Monitor escalations using Salesforce dashboards to extract useful data about the project's escalations.
• Partner with Support and knowledge teams to ensure that Standard Operating Procedures (SOPs) exist and are used for R&D escalation use cases.

Requirements

• Bachelor's Degree in Computer Science or a related field.
• Strong verbal and written communication skills.
• Ability to navigate conflicting priorities without losing focus on customer needs.