CyberArk Support Engineer

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) 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. Location: India Employment Type: Full-Time, Remote What You’ll Do: 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 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. Who We’re Looking For: 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. 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. 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. #LI-RR1 Why You’ll Love Working Here At KeyData Cyber, we put people first, valuing learning, growth, and work-life balance. We offer extensive opportunities to advance your career through leading digital identity projects across North America. Our culture is built on respect, inclusion, and equal opportunity for everyone. Accessibility & Accommodations If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition , and we will make all reasonable efforts to accommodate your request. Fraud Prevention & Identity Verification We may use information provided during the application process to help prevent fraud and verify identity. These checks may be conducted automatically through trusted third‑party service providers as part of our standard application screening process. BrightHire technology is used during the preliminary interview stage for recording, transcription, and candidate evaluation as part of our hiring process. Apply now to join the KeyData Cyber team and be part of our mission to secure the future of digital identity across North America.