At KeyData Cyber, our vision is to be the North American leader in designing and delivering digital identity security strategies and solutions to protect our clients in their digital transformation initiatives.

KeyData Cyber is a Gartner-recognized leader in professional identity security services, specializing in:

• Identity Governance & Administration (IGA)
• Privileged Access Management (PAM)
• Customer Identity & Access Management (CIAM)
• Cloud Security Posture Management (CSPM)
• Identity Threat Detection & Response (ITDR)

COME JOIN US, YOU’RE KEY TO OUR SUCCESS!

We are currently looking for a CyberArk Privileged Cloud 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. You will be part of a global team that provides 24/7 support to help customers with their IAM Program. When customers cannot resolve issues themselves, your job is to ensure 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 — all within a CyberArk SaaS / Cloud environment.
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, which may include weekends.
Location: Canada
Employment Type: Full-time, Remote

REQUIRED QUALIFICATIONS

• 3–5 years of experience as a CyberArk Engineer and/or Administrator, with a focus on CyberArk SaaS / Cloud platforms.
• 3+ years of progressive experience in managing, configuring, and optimizing CyberArk Privilege Cloud for large enterprise organizations.
• Experience with on-prem to cloud migration is a strong asset.
• Strong background in operational excellence, including Incident, Problem, and Change Management based on the ITIL framework.
• Strong knowledge of cloud infrastructure, IT systems, hardware, software, and networking technologies.
• Bachelor’s or Master’s Degree in Computer Science, Computer Engineering, Management Information Systems, or equivalent experience.
• CyberArk Delivery Engineer (CDE) certification; CPC and CDE-PAM certifications preferred.
• Ability to work both independently and collaboratively in a team environment.
• Strong verbal and written communication skills.
• Ability to solve complex problems while effectively communicating technical concepts #LI-RJ1

• Lead incident response activities, including advanced troubleshooting, and war/situation rooms, and provide detailed root cause analysis for unplanned outages and problems in a CyberArk SaaS / Cloud environment.
• Take ownership of escalated technical issues from Level 1 support, troubleshoot, and resolve complex problems efficiently while adhering to established SLAs.
• 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 cloud administration tasks, such as configuration, maintenance, patching, and upgrades for CyberArk SaaS components.
• Collaborate closely with the CyberArk Support team to address and resolve issues related to CyberArk Privilege Cloud (CPC), CyberArk PAM SaaS, and related integrations.
• Manage and monitor the Privileged Access Management CyberArk Cloud platform including all components such as: vaults, CPM, AAM, CCP, PSM, PSMP, PVWA, PTA, agents, plugins, connectors, and CPC.