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Description

Escalation Engineering Manager

Location: Petah Tikva, Central District, il

Company Description

About CyberArk

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. Learn more at cyberark.com.

Job Description

CyberArk is seeking a proactive and highly technical Manager for our Advanced Customer Escalations (R&D) team. In this leadership position, you will not only manage a team of expert engineers but also serve as a strategic bridge between R&D, Support departments, and Escalation Managers. You will drive the technical resolution of complex issues while championing proactive improvements to our distributed systems architecture.

What You Will Do

Team Leadership: Lead, mentor, and develop a high-performing team of Escalation Engineers, fostering a culture of technical excellence and collaboration.
Proactive Strategy: Move beyond reactive troubleshooting to identify and report trends in customer escalations, driving product enhancements that prevent future issues.
Strategic Collaboration: Act as the primary R&D point of contact for Support departments and Escalation Managers to ensure critical cases are prioritized and resolved efficiently.
Complex Resolution: Oversee the investigation of the most complex customer issues related to distributed systems architecture, ensuring technical designs are robust and effective.
High-Level Communication: Present technical root-cause analyses (RCAs) and solution roadmaps to both internal stakeholders and external customer leadership.
Cross-Functional Influence: Collaborate with R&D teams to implement new features and enhancements based on real-world customer feedback and observed technical gaps.

Qualifications

Leadership Experience: Proven track record of leading technical teams or acting as a technical lead in a high-pressure R&D or Escalation environment.
Education: Bachelor’s degree in Computer Science or a related technical field.
Deep Technical Expertise: Extensive experience in troubleshooting, debugging, and analyzing complex distributed systems architectures.
Exceptional Communication: Superior presentation and interpersonal skills, with the ability to translate deep technical concepts for various audiences.
Proactive Mindset: A self-starter who thrives on improving processes and preventing escalations before they occur.

Bonus Points

Hands-on experience with CyberArk products and identity security.
Expertise in Cloud Platforms (AWS, Azure, GCP) and CI/CD practices.
Strong knowledge of Relational Databases (MySQL) and Authentication methods (Radius, LDAP, SAML).

#LI-Hybrid

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CyberArk

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Frequently Asked Questions

We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
We've got over 200,000 jobs from 15,000+ vetted companies. No fake or sleazy jobs here!
We aggregate jobs from 15,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅

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