Job SummaryWe 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
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
Compensation DisclosureThe 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.
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