About the job
Join CyberArk as a Senior Technical Escalation Engineer, where you will play a vital role in managing customer support escalations directed to our R&D team. Your technical expertise will be essential in guiding the resolution of customer issues, ensuring a seamless collaboration with both internal engineering and customer-facing teams. This position emphasizes a customer-first approach, focusing on delivering effective solutions.
Key Responsibilities:
- Thoroughly review customer escalations to R&D to ensure all necessary technical details are included.
- Establish yourself as a trusted expert across CyberArk products, ensuring escalations requiring R&D involvement are directed to the appropriate development teams.
- Collaborate effectively with various teams within the R&D organization to ensure timely updates and progress on customer escalations.
- Work alongside Support and Knowledge teams to develop and maintain Standard Operating Procedures (SOPs) for R&D escalation scenarios.
- Investigate technical issues escalated to R&D and work towards finding effective solutions for our customers.

