CyberArk Operations and Support Engineer

About the role

The CyberArk Operations and Support Engineer provides operational and technical support for identity and access solutions, both self-hosted and SaaS. The role covers system administration, maintaining system stability, resolving incidents, improving the security posture and ensuring optimal performance of identity and access solutions in client environments.

Key responsibilities

• Provide onsite and remote corrective and preventive maintenance support.
• Support and manage PAM (CyberArk, BeyondTrust, Delinea), secret management (Conjur and others), machine identity and certificate lifecycle management (Venafi and others), and multi-factor authentication (RSA and others).
• Fulfil service requests, including onboarding, configuration and custom scripts, connectors and reports.
• Maintain operational documentation, including SOPs for patching, upgrades and routine maintenance.
• Log and manage support cases with vendors, coordinate troubleshooting sessions and drive resolution.
• Respond to technical enquiries, including vulnerability remediation, system hardening and CVE assessments with vendors.
• Take full ownership of incidents and service requests, closing them within SLA, and provide Level 1 and Level 2 support with triage and escalation.
• Perform fault isolation, root cause analysis and corrective actions; support onsite activities such as patching, firmware upgrades and system maintenance.
• Ensure compliance with internal policies, client requirements and documentation standards, and work on standby after office hours.
• Coach and mentor junior engineers.

Required profile

• 3-5 years of experience deploying, operating and supporting cybersecurity solutions in identity and access.
• Hands-on experience with PAM, secret management, machine identity/certificate management and/or MFA.
• Experience working with vendor support and managing escalations.
• Willingness to be on standby after support hours.

Required skills

• Strong troubleshooting and analytical skills, able to diagnose complex issues.
• Understanding of security best practices, vulnerability management and system hardening.
• Effective communication and stakeholder management, with clear updates to clients.
• Basic project coordination and ability to manage multiple priorities.