Escalation Engineering Manager

Company Description

About CyberArk

CyberArk, 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. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. Learn more at cyberark.com.

Copyright © 2026 CyberArk Software. All Rights Reserved. All other brand names, product names, or trademarks belong to their respective holders.

Job Description

CyberArk is seeking a proactive and highly technical Manager for our Advanced Customer Escalations (R&D) team. In this leadership position, you will not only manage a team of expert engineers but also serve as a strategic bridge between R&D, Support departments, and Escalation Managers. You will drive the technical resolution of complex issues while championing proactive improvements to our distributed systems architecture.

What You Will Do

• Team Leadership: Lead, mentor, and develop a high-performing team of Escalation Engineers, fostering a culture of technical excellence and collaboration.
• Proactive Strategy: Move beyond reactive troubleshooting to identify and report trends in customer escalations, driving product enhancements that prevent future issues.
• Strategic Collaboration: Act as the primary R&D point of contact for Support departments and Escalation Managers to ensure critical cases are prioritized and resolved efficiently.
• Complex Resolution: Oversee the investigation of the most complex customer issues related to distributed systems architecture, ensuring technical designs are robust and effective.
• High-Level Communication: Present technical root-cause analyses (RCAs) and solution roadmaps to both internal stakeholders and external customer leadership.
• Cross-Functional Influence: Collaborate with R&D teams to implement new features and enhancements based on real-world customer feedback and observed technical gaps.
  
  

• Leadership Experience: Proven track record of leading technical teams or acting as a technical lead in a high-pressure R&D or Escalation environment.
• Education: Bachelor’s degree in Computer Science or a related technical field.
• Deep Technical Expertise: Extensive experience in troubleshooting, debugging, and analyzing complex distributed systems architectures.
• Exceptional Communication: Superior presentation and interpersonal skills, with the ability to translate deep technical concepts for various audiences.
• Proactive Mindset: A self-starter who thrives on improving processes and preventing escalations before they occur.
  
  

• Hands-on experience with CyberArk products and identity security.
• Expertise in Cloud Platforms (AWS, Azure, GCP) and CI/CD practices.
• Strong knowledge of Relational Databases (MySQL) and Authentication methods (Radius, LDAP, SAML).