Senior Technical Escalation Engineer (Cybersecurity)

TL;DR

Senior Technical Escalation Engineer (Cybersecurity): Resolving technical issues escalated from Customer Support, focusing on the Privilege Cloud (pCloud) FedRAMP product with an accent on complex SaaS system understanding and incident handling. Focus on diagnosing, troubleshooting, and providing quick response code changes, while also guiding on-call teams and maintaining customer focus during critical events.

Location: Must be US Citizen

Salary: $116,000 – $170,000/year

Company

hirify.global, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise.

What you will do

• Understand the complex platform system and assess the severity of customer issues.
• Review customer escalations to ensure that all required technical details are provided.
• Investigate technical issues escalated by Customer Support to find solutions for customers.
• Establish and maintain effective working relationships with Development, Support, and field engineers.
• Work directly with Customer Support and customers on reported issues when required.
• Provide quick response code changes and guidance to Developer on-call teams.

Requirements

• US Citizenship required
• Bachelor’s Degree in Computer Science or related field.
• Excellent presentation, verbal, and written communication skills, especially during high-pressure events.
• 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.
• 3+ years' experience in C# with the ability to debug code of new features as well as legacy.
• 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.
• Proficiency in scripting languages like Python, Bash, or PowerShell for automation and troubleshooting tools.

Nice to have

• Hands on experience with AWS GovCloud.
• Experience in Security companies.

Culture & Benefits

• hirify.global is an Equal Opportunity Employer.
• Wide range of medical, dental, vision, financial, and other benefits.