Cyberark Senior Software Escalation Engineer 

Mexico, Sinaloa, Culiacán 

430435638

As a Senior Escalation Engineer, you will work with SIA R&D, Support and our enterprise customers and partners. You will resolve customer technical issues through research, reproduction, and troubleshooting, using your knowledge to analyze and apply code changes as needed.

Responsibilities:

• Assist our customers in making the most value from our product
• Collaborate closely with R&D and Customer Support teams to ensure customer issues are addressed promptly and with high quality
• Identify root cause of issues, find common ground and offer/deliver solutions for those issues
• When required, work together with our customers on reported issues
• Provide quick response code changes as required
• Establish and maintain effective working relationships with R&D, Support and field engineers

• Minimum of 5 years of experience in escalation support or a similar role within a software company
• More than 2 years of experience at SaaS or security enterprise companies
• 3 years of hands-on experience with C++, with Python as an advantage
• Excellent presentation, verbal and written communications skills
• Ability to comprehend the technical aspects of a complex SaaS system
• Enterprise level troubleshooting and Support experience
• Experience in Security companies – An advantage

The salary range for this position is $116,000 – $160,000/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.