About CyberArk:
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 and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

As a technical leader, you will develop deep product knowledge and work cross-functionally with engineering teams, product management, customer success, technical support and directly with customers. We are looking for a leader with the ability to balance hands-on technical work with people and process management.

What you will do:

• Lead and mentor a global team of escalation engineers, driving performance, growth, and technical excellence.
• Own the end-to-end resolution of high-priority, complex technical escalations from enterprise customers, ensuring transparency and timely communication.
• Act as the technical point of contact during critical incidents and major outages, interfacing with Support, R&D, Product, Sales Engineering, and Customer Success teams.
• Collaborate with R&D to identify bugs, architectural issues, and product gaps, influencing product improvements and long-term solutions.
• Ensure post-mortem reviews are conducted and root cause analyses are documented clearly and completely.
• Drive the development of escalation handling processes, response templates, and team playbooks to ensure consistency and efficiency.
• Roll up your sleeves and dive into logs, code, and environments when needed to model problem-solving best practices.

#LI-KR1

#LI-Hybrid

• Experience in technical support, escalation engineering, or software development, including in a leadership or managerial role.
• Strong technical background in enterprise software, cybersecurity, identity access management (IAM), or infrastructure.
• Proficient in troubleshooting complex issues across cloud and on-prem environments.
• Familiarity with technologies such as Windows, Active Directory, Linux, SaaS platforms, networking, APIs, and scripting languages (e.g., PowerShell, Python).
• Familiarity with observability platforms such as Datadog.
• Experience working in fast-paced environments with enterprise customers.
• Exceptional problem-solving, communication, and crisis management skills.
• Ability to remain calm under pressure and lead by example in high-stakes situations.
• Strong understanding of a modern SaaS stack, including RESTful API principles, cloud deployment technologies, service observability and more.
• Bias towards curiosity, ownership and getting stuff done - we understand that we don’t have all the answers and can only get them by asking the right questions.
• Excitement about career and growth opportunities at a fast-growing security startup.
• Bachelor’s degree in computer science or a related field
• Strong written, verbal and collaboration skills
• Ability to work a hybrid schedule in the Newton, MA area.

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 $143,000 – $210,000/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.