Support Engineer Tier 2

Helpware Inc.; Región Centro; Híbrido; MXN 420.000 - 720.000; Jornada completa

Descripción de la vacante

Helpware Inc. is seeking a CyberArk Privilege Cloud (PCloud) Engineer (L2) to ensure the security and availability of the Privilege Cloud environment, focusing on Vault management, session controls, and web portal operations in a SaaS PAM setting.

You will perform deep-dive troubleshooting, analyze logs, manage privileged credentials across Windows, Linux, and databases, and collaborate with Engineering and Global Support to test patches.

Formación

• 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level).
• Experience with Windows Server 2016/2019/2022 and clustering/NLB.
• Experience with Linux/Unix OS and command line.
• Networking knowledge: TCP/IP, DNS, and Firewall configurations for SaaS-to-On-Prem connectivity.
• Computer Science education and/or relevant technical certifications (Microsoft, Security+).
• Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs.
• English level: C1.

Responsabilidades

• Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager.
• Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues.
• Manage and rotate privileged credentials across Windows, Linux, and Database platforms.
• Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows.
• Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments.

Conocimientos

Troubleshooting

Root-cause analysis

English proficiency

Enterprise support

Educación

Computer Science degree

Microsoft certification

Security+ certification

Herramientas

Windows Server

Windows Clustering

Network Load Balancing

Linux/Unix CLI

PowerShell

Descripción del empleo

Job Description: CyberArk Privilege Cloud (PCloud) Engineer (L2)

Role Overview:

The PCloud Technical Support Engineer (L2) is responsible for ensuring the security and availability of the Privilege Cloud (PAM-as-a-Service) environment. This role focuses on the infrastructure supporting the Vault, management of sessions, and web access portals.

Duties and Responsibilities:

• Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager.
• Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues.
• Manage and rotate privileged credentials across Windows, Linux, and Database platforms.
• Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows.
• Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments.

Core Technical Requirements:

• Must-Have: 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level).
• Infrastructure: Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing (NLB) Administration.
• OS Diversity: Experience working with Linux or Unix Operating Systems (Command line proficiency).
• Networking: Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS-to-On-Prem connectivity. Packet analysis.
• Education: Computer Science education and/or relevant technical certifications (Microsoft, Security+, etc.).
• Analysis: Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs.
• English Level: C1