Job description

Job Overview:

We are seeking an experienced and highly skilled Level 3 CyberArk Support Engineer to join our Managed Services Day 2 Operations team. As a key member of our team, you will be responsible for providing advanced support for CyberArk’s Privileged Access Management (PAM) solutions, troubleshooting complex issues, and ensuring the smooth and secure operation of privileged access systems across the enterprise.

The ideal candidate will have deep technical expertise in CyberArk products, strong troubleshooting skills.

Key Responsibilities:

Advanced Technical Support: Provide expert-level support for CyberArk products, including Enterprise Password Vault, Privileged Session Manager, and Central Policy Manager, resolving complex technical issues escalated from Level 1 and Level 2 support teams.
Troubleshooting & Root Cause Analysis: Conduct in-depth analysis and troubleshooting of issues within the CyberArk solution, identifying root causes and implementing effective solutions. You will lead investigations into system outages, performance issues, and security incidents, ensuring timely resolution.
Implementation & Configuration Assistance: Assist with the deployment, configuration, and integration of new CyberArk features or modules. Provide guidance on best practices, upgrades, and patches.
Documentation & Knowledge Sharing: Develop, maintain, and improve technical documentation, troubleshooting guides, and standard operating procedures for CyberArk support processes. Ensure knowledge transfer to junior engineers and documentation of resolutions for recurring issues.
Performance Monitoring & Optimization: Monitor the health and performance of the CyberArk environment, identifying areas for improvement, optimization, and ensuring the system meets security and operational standards.
Customer Communication: Act as the escalation point for all high-priority CyberArk-related incidents. Communicate effectively with stakeholders, including internal teams and external vendors, to ensure clear updates and timely resolutions.
CyberArk Upgrades & Maintenance: Plan and execute CyberArk upgrades and patch management, ensuring minimal disruption to services and compliance with security standards.

Experience:

Relevant hands-on experience of 3 to 5 years working with CyberArk PAM solutions.
Expertise in CyberArk core components such as the Vault, Central Policy Manager (CPM), Privileged Session Manager (PSM), and Password Vault Web Access (PVWA).
Solid understanding of identity and access management (IAM) and privileged access security best practices.
Demonstrated experience with troubleshooting, root cause analysis, and resolving complex issues in CyberArk deployments.

Technical Skills:

Strong understanding of Windows and Linux operating systems, networking protocols, and security technologies.
Familiarity with PowerShell, Python, or other scripting languages for automation and troubleshooting.
Experience with CyberArk integrations into enterprise applications, SIEM tools, and identity management solutions.
Proficiency in directory services such as Active Directory (AD) and LDAP.

Certifications:

CyberArk Certified Defender.
Other relevant certifications (e.g., CISSP, CISM, or similar IAM/security certifications) are a plus.

Problem-Solving: Strong analytical and troubleshooting skills, with the ability to work under pressure and manage complex technical issues.
Communication: Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. Ability to document technical processes and write clear knowledge base articles.