CyberArk is seeking a Technical 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.
Responsibilities:
- 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