Escalation Engineer

Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time.

Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come.

Silverfort’s team includes exceptional researchers, engineers, and technology experts who successfully tackle some of the most complex challenges in cyber-security. Silverfort has happy customers worldwide, strong market validation (including several industry awards), strategic partnerships with the largest security vendors in the world, and significant funding from leading VCs.

We are currently in search of an Escalations Engineer to join our R&D team. As an Escalations Engineer, your primary responsibility will be to assist our R&D team with resolving and handling technical issues raised by our support team. You will be working closely with both R&D and support, deep dive into the code and have a direct impact on customer satisfaction and product improvement. You’ll have hands-on experience with our tech stack and become an expert on the silverfort product.

Responsibilities:

• Be the first line of contact for bugs raised by customer support and run a thorough analysis of complex technical issues.
• Serve as a focal point and work closely with various teams, including R&D, product, and customer support, to increase customer satisfaction and improve our product.
• Work with technical teams, including DevOps and engineering, to build an arsenal of internal tools and automations to be used by various customer-facing teams.
• Know the silverfort product inside and out and provide training for the customer-facing teams.
• Contribute to both customer-facing and internal documentation manuals
  
  

• Minimum of 2 years of experience in Tier 3 support. Alternatively, a degree in software development or a related field
• Active directory, azure, analyzing packet captures, infrastructure related hands-on experience – major advantage
• Knowledge and hands-on experience with part of our tech stack - Go, Python, react, bash, PowerShell, Linux, NoSQL
• Familiarity with security and identity protection concepts – a plus
• Excellent communication and collaboration skills with the ability to present and explain complex technical concepts in a simplified way
• Strong analytical skills and details oriented with the ability to see the bigger picture from a limited set of data
• Ability to work independently and prioritize multiple projects in a fast-paced environment