Support Engineer Tier 2

Helpware Inc; Región Centro; On-site; MXN 240,000 - 360,000; Full time

Job summary

Helpware Inc in Mexico is seeking a CyberArk Privilege Cloud (PCloud) Engineer (L2) to ensure the security and availability of the Privilege Cloud infrastructure, including Vault management, session handling, and web access portals. The role requires 3+ years in Systems Administration or L2 Technical Support, strong Windows/Linux experience, and English at C1 level.

You will troubleshoot across components, rotate privileged credentials, and collaborate with Engineering and Global Support to

Qualifications

• 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level).
• Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing Administration.
• Experience with Linux or Unix OS and command line proficiency.
• Networking proficiency: TCP/IP, DNS, and Firewall configurations for SaaS-to-On-Prem connectivity; packet analysis.
• 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.

Responsibilities

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

Skills

Systems Administration

L2 technical support

Troubleshooting

Root-cause analysis

Networking fundamentals

Education

Computer Science education

Tools

Windows Server (2016/2019/2022)

Windows Clustering

Network Load Balancing

PowerShell

Event Viewer

Job description

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