Advanced Customer Escalation Engineer - 1022132001_45421437308_10-5257 at CyberArk Software, Inc. in Boise, Idaho, United States Job Description 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. About this role: CyberArk is seeking an Advanced Customer Escalations Engineer responsible for handling customer support escalations to R&D. In this role, you will provide technical expertise and guidance for customer issues escalated to R&D. In this role you will work closely with internal engineering teams and customer-facing teams, ensuring a customer first focus. What you will do: Review customer escalations to R&D to ensure that all required technical details are provided Become a trusted expert across the CyberArk product base to ensure escalations needing R&D engagement go to the correct development teams Collaborate across the R&D organization to ensure timely progress and updates on customer escalations Partner with Support and knowledge teams to ensure that SOPs exist and are used for R&D escalation use cases Investigate technical issues escalated to R&D to find a solution for our customers What you need to succeed: Bachelor's Degree in Computer Science or related field Strong verbal and written communication skills Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause. Minimum 3-5 years professional experience with the following technologies: Windows Operating Systems, UNIX/Linux, IIS and LDAP Experience with virtualization Experience with IDM, SSO, SIEM, Application Servers, Authentication Products and Ticketing System a plus Experience with Cloud Services - AWS, Google, Azure a plus Experience with C#, ASP.NET MVC a plus Cybersecurity Experience Preferred Must be a U.S Citizen for meeting with FedRAMP High authorized access requirements 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 - $130,000/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. #LI-SS1 To view full details and how to apply, please login or create a Job Seeker account