Job Summary

What You'll Do:

We are the pCloud group of Idira Platform. Our group developing modern services.

Our group's mission is provide shared services to all modern privilege services and provide rotation services and policies management to customers using 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 Principal 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 customer success.

You will define and sharpen our proactive monitoring capabilities.

You will serve as 4th level support in R&D for pCloud SRS cases being able to reconstruct, debug and fix issues from the field.

#LI-KR1

What you need to succeed:

• 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
• 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
• Understands API's and micro-services concepts
• Experience with serverless technologies - advantage
• Monitoring tools - Datadog, Prometheus, Grafana etc.
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Bachelor's degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 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
• Eager to work and collaborate with support and customers to troubleshoot and solve issues

Qualifications

• Bachelor's degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 5+ years' experience in Python with the ability to debug code of new features as well as legacy

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$146,000.00 - $200,000.00/yr

Is role eligible for Immigration Sponsorship?: Yes