Toronto, Ontario, Canada - Product Engineering - Ref ID: JR-019544Our MissionAt the company, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‐edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.Who We AreIn order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‐world problems and ideating beside the best and the brightest, we invite you to join us!Job SummaryWe are the pCloud group of Idira Platform. Our group develops modern services.Our group's mission is to provide shared services to all modern privileged services and to provide rotation services and policy management to customers using secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault‐tolerant, high‐load, distributed system.We are searching for an outstanding Principal R&D escalation engineer to join us on our journey to provide the best possible support for our customers.As R&D escalation engineer you will act both proactive and reactive towards pCloud customer success.You will define and sharpen our proactive monitoring capabilities.You will serve as 4th level support in R&D for pCloud SRS cases, being able to reconstruct, debug and fix issues from the field.What You'll DoWe are the pCloud group of Idira Platform.



Our group developing modern services.Our group's mission is to provide shared services to all modern privileged services and to provide rotation services and policy management to customers using secure communication while practicing the highest security standards. (Duplicate content from Job Summary)What you need to succeed:Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our servicesDrive customer communication during critical eventsDrive projects that improve support‐related processes and our customers' technical support experienceLearn and use groundbreaking technologiesAdvanced troubleshooting techniques to provide unique solutions to our serviceInteract with leading engineers across the companyReproduce and resolve customer issuesWrite tutorials and other technical articles for the CyberArk's communityMonitor and improve the availability, performance, and security of production servicesUnderstand API's and micro‐services conceptsExperience with serverless technologies – advantageMonitoring tools – Datadog, Prometheus, Grafana etc.Problem solver who enjoys being challengedKnowledge of AWS and Cloud Computing conceptsBachelor's degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical positionPassionate about solving customer facing issuesSelf‐learner, with great technical skills and high attention to detailsCourageous enough to deep dive into a big project,



loves troubleshooting and able to perform efficient root cause analysisEager to work and collaborate with support and customers to troubleshoot and solve issuesQualificationsBachelor's degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position5+ years' experience in Python with the ability to debug code of new features as well as legacyCompensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‐sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.$146,000.00 - $200,000.00/yrOur CommitmentWe're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's easy: we can't accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] company is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.Is role eligible for Immigration Sponsorship?: Yes #J-18808-Ljbffr

📌 Principal Software Escalation Engineer (Toronto)
🏢 Company
📍 Toronto