Escalation Engineering Manager
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Job Location:
Petah Tikva - Israel
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
CyberArk is seeking a proactive and highly technical Manager for our Advanced Customer Escalations (R&D) 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: Bachelors 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).
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Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity human or machine across business applications, distributed workforces, hybrid cloud workloads a ... View more
