Software Escalation Engineer
Location: Newton, 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 the DV pCloud group of CyberArk. Our group provides the DV pCloud back-end services and developing modern services.
Our group's mission is to protect sensitive assets using an access control layer (authentication & authorization), cryptography, and secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault-tolerant, high-load, distributed system.
We are searching for an outstanding R&D escalation engineer to join us on our journey to provide the best possible support for our customers. As R&D escalation engineer you will act both proactive and reactive towards pCloud Commercial and Federal customer success.
You will define and sharpen our proactive monitoring capabilities. You will serve as 4th level support in R&D for DV pCloud cases being able to reconstruct, debug and fix issues from the field.
#LI-JH1
Qualifications
Be proactive in resolving and analyzing issues and serve as a focal point for handling cases.
Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
Drive customer communication during critical events
Drive projects that improve support-related processes and our customers’ technical support experience
Learn and use groundbreaking technologies
Be eager to work and collaborate with developers, other escalation engineers, support and customers to troubleshoot and solve issues
Apply advanced troubleshooting techniques to provide unique solutions to our service
Interact with leading engineers across the company
Reproduce and resolve customer issues
Write tutorials and other technical articles for the CyberArk’s community
Monitor and improve the availability, performance, and security of production services
Problem solver who enjoys being challenged
Knowledge of AWS and Cloud Computing concepts
Passionate about solving customer facing issues
Self-learner, with great technical skills and high attention to details
Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
3+ years' experience in C# with the ability to debug code of new features as well as legacy – an advantage.
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 $95,000 – $140,000/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.
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