CyberArk Support Engineer

KeyData Cyber

4h•Remote

About The Position

At KeyData Cyber, we’re shaping the future of identity security. Recognized by Gartner and KuppingerCole as a leading IAM professional services firm, we specialize exclusively in designing, deploying, and managing end-to-end Identity and Access Management programs for organizations across North America. With 20 years of experience, 50M+ identities managed, and 1,000+ successful deployments, our team is our strongest asset and is built by design to help clients protect critical infrastructure, enable digital transformation, and ensure compliance with confidence. We deliver comprehensive solutions across IAM domains, including: Workforce IAM (Access Management, Identity Governance and Administration, Privileged Access Management) and Consumer IAM (Identity Verification, Authentication and Access, Threat Detection) in highly regulated industries. If you’re ready to grow your career alongside some of the industry’s best, come join us — you’re key to our success. We are currently looking for a CyberArk Support Engineer to join KeyData’s Managed Services team! In this role, you will step in and own our largest and most important customer issues in addition to providing level 2 & 3 support to support teams. In this role, you will be a part of a global team that provides 24x7 support to help customers with their IAM Program. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You'll troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Managed Services teams are focused and dedicated to the customers, and you will help drive the success of the IAM program by understanding and advocating for our customers’ issues. This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.

Requirements

3-5 years of experience as a CyberArk Engineer and/or Administrator
3+ years of progressive experience in managing, configuring, and optimizing the CyberArk for large enterprise organizations.
A strong background in operational excellence, including Incident, Problem, and Change Management based on the ITIL framework.
Strong knowledge of IT systems, hardware, software, and network technologies.
Bachelor’s or master’s degree in computer science, Computer Engineering, Management Information Systems, or equivalent experience
CyberArk Delivery Engineer (CDE) certification. CPC, CDE-PAM
Ability to work in a team environment as well as independently.
Strong verbal and written communication skills.
Ability to solve complex problems while effectively communicating technical concepts

Nice To Haves

Experience with on-prem to cloud migration is a strong asset.

Responsibilities

Lead Incident response activities, including advance troubleshooting, and war/situation rooms, and provide detailed root cause analysis for unplanned outages and problems.
Take ownership of escalated technical issues from Level 1 support, troubleshoot, and resolve complex problems efficiently while adhering to established SLAs.
Analyze and identify recurring issues, proposing proactive solutions and process improvements to prevent future problems.
Maintain excellent communication with clients, providing clear and concise updates on the status of their issues, expected resolution times, and steps taken to resolve problems.
Perform advanced system administration tasks, such as server configuration, maintenance, patching, and upgrades as needed.
Work closely with the CyberArk Support team to address and resolve issues related to the CyberArk Saas platform and Collaborate with the infrastructure team to address issues related to system and network infrastructure.
Manage, monitor, and support the CyberArk Privileged Access Management (PAM) platform, including key components such as Vaults, CPM, AAM, CCP, PSM, PSMP, PVWA, PTA, agents, plugins, connectors, CPC, and Privileged Cloud, ensuring secure privileged access management and platform stability across enterprise environments.