- 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 workplace 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.