Principal Software Escalation Engineer

United States Digital Space LLC; Toronto; On-site; CAD 205,373 - 281,334; Full time

Job summary

United States Digital Space LLC is seeking a Principal R&D escalation engineer to join the pCloud group of Idira Platform. You will provide top-tier support, perform proactive monitoring, and act as 4th level R&D escalation for SRS cases, reconstructing, debugging, and fixing issues from the field.

You will collaborate with engineers across the company, drive critical-event communications, and develop proactive monitoring capabilities to improve reliability and security of production services.

Qualifications

• Bachelor’s degree in Science/Technology/Engineering or equivalent technical experience.
• 5+ years’ experience in Python with debugging of new features and legacy code.

Responsibilities

• Provide feedback to internal teams to improve services.
• Lead customer communication during critical events.
• Drive projects that improve support-related processes and customer experience.
• Learn and use groundbreaking technologies.
• Advanced troubleshooting to provide unique solutions to our service.
• Interact with leading engineers across the company.
• Reproduce and resolve customer issues.
• Write tutorials and technical articles for the CyberArk community.
• Monitor and improve availability, performance, and security of production services.
• Understand APIs and micro-services concepts.
• Experience with serverless technologies – advantage.
• Monitor tools: Datadog, Prometheus, Grafana.
• Deep dive into big projects and perform root cause analysis.
• Collaborate with support and customers to troubleshoot and solve issues.

Skills

Customer support experience

Advanced troubleshooting

Root cause analysis

Cross-functional collaboration

Learning new technologies

Problem solving

Education

Bachelor’s degree in Science/Technology/Engineering or related field

Tools

Datadog

Prometheus

Grafana

AWS

Serverless technologies

Job description

Toronto, Ontario, Canada • Product Engineering • Ref ID: JR-019544

Our Mission

At 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 Are

In 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 Summary

We 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 Do

We 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 services
• Drive customer communication during critical events
• Drive projects that improve support‑related processes and our customers’ technical support experience
• Learn and use groundbreaking technologies
• Advanced troubleshooting techniques to provide unique solutions to our service
• Interact with leading engineers across the company
• Reproduce and resolve customer issues
• Write tutorials and other technical articles for the CyberArk’s community
• Monitor and improve the availability, performance, and security of production services
• Understand API’s and micro‑services concepts
• Experience with serverless technologies – advantage
• Monitoring tools – Datadog, Prometheus, Grafana etc.
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• Passionate about solving customer facing issues
• Self‑learner, with great technical skills and high attention to details
• Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
• Eager to work and collaborate with support and customers to troubleshoot and solve issues

Qualifications

• Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 5+ years’ experience in Python with the ability to debug code of new features as well as legacy

Compensation Disclosure

The 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/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: 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 [e-mail].

The 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