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 settings.
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 helpful 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.

📌 Software Escalation Engineer Secunderabad (India)
🏢 CyberArk
📍 India