CyberArk Support Engineer (IAM)

TL;DR

CyberArk Support Engineer (IAM): Providing Level 2 and Level 3 support for enterprise CyberArk environments with an accent on incident response and root cause analysis. Focus on troubleshooting complex technical issues, maintaining infrastructure operations, and ensuring SLA adherence for high-scale identity security programs.

Location: Remote (Canada)

Salary: $35–$45 CAD per hour

Company

A leading IAM professional services firm specializing in the design, deployment, and management of end-to-end Identity and Access Management programs across North America.

What you will do

• Lead incident response activities, performing advanced troubleshooting and root cause analysis for unplanned outages.
• Resolve escalated L2/L3 technical issues from Level 1 support while adhering to established SLAs.
• Analyze recurring issues and propose proactive solutions to prevent future problems.
• Maintain clear communication with clients regarding issue status and expected resolution times.
• Perform advanced system administration including server configuration, maintenance, patching, and upgrades.
• Collaborate with CyberArk SaaS and internal infrastructure teams to resolve platform and network issues.

Requirements

• 2-5 years of experience as a CyberArk Engineer and/or Administrator.
• 2+ years of progressive experience configuring and optimizing CyberArk for large enterprises.
• Strong background in operational excellence (Incident, Problem, and Change Management) based on the ITIL framework.
• Solid knowledge of IT systems, hardware, software, and network technologies.
• Bachelor’s or Master’s Degree in Computer Science, Computer Engineering, or equivalent experience.
• Must be based in Canada.

Nice to have

• Experience with on-prem to cloud migration.

Culture & Benefits

• People-first culture that values continuous learning, growth, and work-life balance.
• Opportunity to work on high-impact digital identity projects across North America.
• Inclusive environment built on respect and equal opportunity.
• Remote work flexibility.