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Director Advanced Customer Escalations Engineering

Date:  Aug 5, 2022


Job Category:  R&D
Department:  Product & Technology

Director,  Advanced Customer Escalation Engineering


Who we are

CyberArk is the global leader in privileged access security, a critical layer of IT security to protect data, infrastructure and assets across the enterprise, in the cloud and throughout the DevOps pipeline. CyberArk delivers the industry’s most complete solution to reduce risk created by privileged credentials and secrets. The company is trusted by the world’s leading organizations, including more than 50 percent of the Fortune 100, to protect against external attackers and malicious insiders.


What will you do:

CyberArk is seeking a seasoned Director of Advanced Customer Escalation Engineering (ACE) who will be responsible for building and scaling a team which will orchestrate customer escalation into our global engineering organizations giving our internal support and services teams a single path of escalation, direct access to on-demand expertise, and clear objectives towards customer problem resolution.  This organization will drive improvement and efficacy for customer teams as well as our R&D teams to ensure CyberArk’s customers’ needs are the priority whether it be through augmentation, problem resolution or communication. This leader will drive change into the organization to ensure that our ability to resolve issues quickly and proactively for our customers is paramount and will be a champion for designing supportably and observability processes and features into the software development lifecycle. 


What you will need to succeed:

  • Build and lead an R&D organization dedicated to problem triage, identification, and resolution
  • Build and maintain service level objectives for problem management, escalations, and communications
  • Facilitate and encourage engineering led technical training for our support staff
  • Collaborate, facilitate and problem-solve complex problems regularly
  • Ensure solutions solve cross-functionally, reduce reinvention and are optimized for the business
  • Ensure problem management and other processes achieve continuous improvement, identify true root cause and reduce recurrence of negative impact
  • Advocate for and drive customer feedback into product and engineering teams through a well-defined channel
  • Strategically organize teams for long term success and scalability with care for short and mid-term implications
  • Define, Own and track support related KPIs and work towards the relevant improvement process with Support, CS, PM and R&D leadership
  • Constantly solve for optimization


How will you stand out from the crowd:

  • 10+ years of relevant professional experience in SaaS software engineering
  • Relentless customer focus
  • Engineering leadership experience
  • Expert communicator
  • Experience working with Salesforce, Jira and Confluence or similar
  • Experience fostering leadership at all levels
  • Deep experience setting strategic objectives, defining measures, and driving a continuous improvement cycle around them
  • Bachelor’s degree in Computer Science, Business Management or related field
  • Cybersecurity Experience Preferred


CyberArk is an Equal Opportunity/Affirmative Action 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.


CyberArk may, if required by applicable law, implement a mandatory vaccination policy as a condition of employment, subject to reasonable accommodation where required by law.


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