BeyondTrust Support Engineer

at  KeyData Associates

At KeyData, 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 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 BeyondTrust 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: Canada
Employment Type: Full-time, Remote
Shift: Evening (3:00pm to 12:00am EST)

REQUIRED QUALIFICATIONS:

• 3-5 years of experience as a BeyondTrust Engineer and/or Administrator.
• 3+ years of progressive experience in managing, configuring, and optimizing BeyondTrust password Safe for large enterprise organizations.
• Extensive experience in managing Privileged Remote Access (PRA)
• Experience with both on-prem and cloud platform 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.
• BeyondTrust Certifications required for this role
• Certified Implementation Engineer – Password Safe
• Certified Implementation Engineer Advance – Password Safe
• Certified Implementation Engineer – Privileged Remote Access
• Certified Implementation Engineer Advance – Privileged Remote Access
• 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

• Lead Incident response activities, including advanced 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 BeyondTrust Support team to address and resolve issues related to the BeyondTrust Privileged access management and Collaborate with the infrastructure team to address issues related to system and network infrastructure.
• Manage and monitor the BeyondTrust Password Safe and Privilege Remote Access and resolve all issues related to Admin access to target servers and network devices