CyberArk Support Engineer- Level 3

Experience

• 3–5+ years of hands-on experience supporting CyberArk PAM solutions, with working experience or exposure to One Identity (Identity Manager, Governance, or PAM).
• Candidates with strong expertise in one platform and a willingness to build proficiency in the other are encouraged to apply.
• Strong experience troubleshooting complex IAM and PAM issues and performing root cause analysis.
• Experience supporting enterprise or managed services environments with multiple customer tenants is preferred.

Technical Skills

• Expertise in CyberArk core components, including:
• Enterprise Password Vault (EPV)
• Central Policy Manager (CPM)
• Privileged Session Manager (PSM)
• Password Vault Web Access (PVWA)
• Hands-on experience with One Identity Manager (1IM), Identity Governance, and Privileged Access Management (PAM).
• Strong understanding of:
• Active Directory
• LDAP
• Microsoft Entra ID (Azure AD)
• Identity lifecycle management
• User provisioning
• Experience with PowerShell, Python, REST APIs, and automation.
• Familiarity with SQL Server and Oracle databases.
• Working knowledge of Windows, Linux, networking, and SIEM integrations.

Security & Compliance

• Strong understanding of IAM and PAM security principles, including RBAC, Least Privilege, and Segregation of Duties.
• Familiarity with regulatory and compliance frameworks, including GDPR, HIPAA, and SOX.

Communication

• Excellent verbal and written communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Strong customer engagement and stakeholder management skills.

Certifications (Preferred)

• CyberArk Certified Defender (CCD) preferred.
• One Identity Certified (Identity Manager or equivalent) is a plus.
• CISSP, CISM, CISA, or other IAM/Security certifications are a plus.

Advanced Technical Support

• Provide expert-level support for CyberArk (Enterprise Password Vault, Privileged Session Manager, Central Policy Manager, Password Vault Web Access) and One Identity (Identity Manager, Governance, PAM), resolving complex issues escalated from Level 1 and Level 2 support teams.
• Investigate and resolve issues related to privileged access, identity lifecycle management, access provisioning, governance workflows, authentication, and directory integrations.
• Perform root cause analysis for production issues, system outages, and performance problems while ensuring timely resolution.

Implementation, Maintenance & Optimization

• Assist with deployment, configuration, upgrades, patch management, and integration of CyberArk and One Identity solutions.
• Monitor system health, capacity, and performance across multiple enterprise client environments.
• Identify opportunities to optimize system performance, workflows, automation, and platform stability.
• Support integrations with Active Directory, LDAP, Microsoft Entra ID (Azure AD), enterprise applications, and security tools.

Security & Compliance

• Ensure CyberArk and One Identity environments align with IAM and PAM security best practices, including:
• Role-Based Access Control (RBAC)
• Least Privilege
• Segregation of Duties (SoD)
• Support compliance initiatives across client environments, including GDPR, HIPAA, SOX, and other regulatory requirements.

Documentation & Knowledge Management

• Develop and maintain technical documentation, troubleshooting guides, standard operating procedures (SOPs), and knowledge articles.
• Document recurring issues, resolutions, configurations, and best practices.
• Provide knowledge transfer and mentoring to Level 1 and Level 2 engineers.

Customer & Stakeholder Engagement

• Act as the technical escalation point for high-priority CyberArk and One Identity incidents.
• Communicate effectively with customers, internal stakeholders, OEM vendors, and cross-functional teams.
• Provide technical recommendations and best practices to improve customer environments.