Role Overview

We are seeking a Cybersecurity Operation and Support Engineer to provide operational and technical support in various cybersecurity solutions (self-hosted and SaaS) in the domain of identity and access. The role focuses on system administration, maintaining system stability, resolving incidents, enhancing security posture, and ensuring optimal performance of identity and access solutions in a client environments.

Key Responsibilities

Provide onsite and remote corrective and preventive maintenance support
Support and manage the following technologies:
Privileged Access Management (PAM): CyberArk, BeyondTrust, Delinea
Secret Management: Conjur and others
Machine Identity Management and Certificate Lifecycle Management: Venafi and others
Multi-Factor Authentication: RSA and others
Perform service request fulfilment, including onboarding, configurations, and development of custom scripts, connectors and reports
Develop and maintain operational documentation, including SOPs for patching, upgrades, and routine maintenance.
Log and manage support cases with vendors, including coordinating troubleshooting sessions and driving resolution.
Respond to technical enquiries, including vulnerability remediation, system hardening, and CVE assessments in collaboration with vendors.
Take full ownership of assigned incidents and service requests, ensuring timely resolution and closure in accordance with SLA.
Provide Level 1 and Level 2 operational support, including issue triaging and escalation where necessary.
Perform fault isolation, root cause analysis, and implement corrective actions for technical issues.
Support onsite activities when required, including vulnerability remediation, application patching, firmware upgrades and system maintenance.
Ensure all activities comply with internal policies, client requirements, and documentation standards.
Perform stand-by after office hours
Coach and mentor junior engineers

Requirements

3–5 years of relevant experience in deployment, operational management and/or maintenance support of cybersecurity solutions in the domain of identity and access
Hands-on experience or exposure to cybersecurity solutions such as PAM, Secret Management, Machine Identity Management and Certificate Lifecycle Management and/or Multi-Factor Authentication
Strong troubleshooting and analytical skills, with the ability to diagnose and resolve complex technical issues.
Good understanding of security best practices, vulnerability management, and system hardening.
Experience working with vendor support and managing escalation processes.
Effective communication and stakeholder management skills, with the ability to provide clear updates to clients.
Basic project coordination skills and the ability to manage multiple priorities.
Customer-oriented mindset with a strong sense of ownership and accountability.
Willingness to be on standby after support hours as part of operational requirements.

Cybersecurity Operations and Support Engineer (CyberArk)