Pam Support Engineer

Summary

Join KeyData, a Gartner-recognized leader in digital identity security, as a PAM Support Engineer! You will be a key member of the Managed Services team, providing level 2 & 3 support and resolving critical customer issues related to Privileged Access Management (PAM). This role involves troubleshooting technical problems, collaborating with internal and external teams, and implementing proactive solutions. You will work in a shift pattern, potentially including weekends, and contribute to the success of our customers' IAM programs. The position is full-time and remote, located in Canada. KeyData offers a supportive work environment, opportunities for career advancement, and a commitment to work-life balance.

Requirements

• 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
• 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

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

Preferred Qualifications

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

Benefits

• A Place Putting People First – Our team is our strongest asset. We have smart, hard-working, and talented team members. We support learning and development at all levels and encourage work-life balance as part of our key values
• A Place to Accelerate Your Career – We have the most digital identity solution deployments in Canada and we are in hyper-growth mode across North America. There are extensive opportunities to learn, develop, and advance in different areas of the business
• A Place to Share Your Perspective – We create a culture of respect, belonging, and empowerment for everyone by promoting fair treatment and full participation for all
• Employment Type: Full-time, Remote