Technical Support Engineer

Job Description

•  Strong written and verbal communication and presentation skill
• Ability to plan and organize your own time managing multiple work items
• Experience working in the area of Identity and Access Management (IAM), Privileged Access Management (PAM), Customer Identity and Access Management (CIAM) on premise and cloud-based technologies
• Operational experience working with Databases, Windows, Linux & Unix
• Should be good with networking knowledge on prem set up
• Should understand or posess knwoledge on Ldap, Authentication and Authorization mechanism
• Stay updated on CyberArk features and best practices to provide informed support.
• Ability to work collaboratively in a team-oriented environment and US/UK shifts.

Roles & Responsibilities

• Contact account owners to gather necessary information regarding their accounts.
• Compose and maintain accurate account documentation to ensure clarity and compliance.
• Provision safes in CyberArk as per organizational policies and user requirements.
• Ensure that accounts in CyberArk are configured correctly to meet security standards.
• Provide first-level support for account-related inquiries and issues.
• Assist users in navigating CyberArk functionalities and resolving access problems.
• Work closely with other support teams and departments to facilitate smooth operations and enhance user experience.
• Communicate effectively with stakeholders to ensure timely resolution of issues.
• Maintain detailed records of account changes, provisioning activities, and support interactions.
• Generate reports on account status and support metrics as needed.