Senior Technical Escalation Engineer - pCloud

Location: Boston, Massachusetts, us, Remote

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.

Copyright © 2026 CyberArk Software. All Rights Reserved. All other brand names, product names, or trademarks belong to their respective holders.

Job Description

We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product.

As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.

Responsibilities:

• Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
• Review customer escalations to ensure that all required technical details are provided
• Investigate technical issues escalated by Customer Support to find a solution for our customers
• Establish and maintain effective working relationships with Development, Support, and field engineers
• When required, work directly with Customer Support and customers on reported issues
• Provide quick response code changes as required
• Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert

#LI-JH1

Qualifications

• US Citizenship 
• Bachelor’s Degree in Computer Science or related field
• Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
• Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
• Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
• Ability to comprehend the technical aspects of a complex SaaS system
• Hands on experience with AWS GovCloud – An advantage
• Experience in Security companies – An advantage

TM specific:

• Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting. 

SIA specific:

• Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management,  system administration basics, remote access using RDP and SSH.

pCloud specific

• 3+ years' experience in C# with the ability to debug code of new features as well as legacy

Additional Information

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

We are unable to sponsor or take over sponsorship of employment Visa at this time. 

The salary range for this position is $116,000 – $170,000/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.