PAM Support Engineer

We are currently looking for a PAM 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. 

Location: Canada

Employment Type: Full-time, Remote

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.
• Problem Solving: 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 Identity and Access Management platform and Collaborate with the infrastructure team to address issues related to system and network infrastructure.
• Manage and administer privileged access management solutions, including CyberArk, Delinea, and Thycotic, to ensure secure and compliant access control across the organization.
• Managed and monitored the Privileged Access Management platform including all components including but not limited to vaults, CPM, AAM, CCP, PSM, PSMP, PVWA, PTA, agents, plugins, and connectors.

REQUIRED QUALIFICATIONS:

• 3-5 years of experience as a CyberArk Engineer and/or Administrator, including experience with Delinea and Thycotic. 
• 3+ years of progressive experience in managing, configuring, and optimizing the CyberArk for large enterprise organizations.
• Ability to onboard new privileged accounts, safe creation and platform onboarding.
• Experience with on-prem to cloud migration is a strong asset.
• 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.
• 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.