Technical Support Analyst CyberArk

Job Title: Technical Support Analyst - CyberArk

Location: Hyderabad

Position: Full-time. Experience: 2+ Years

Work Timings/Shift: 9-hour

Shift between 9:30 AM and 9:30 PM (Shift might be extended until 12 or 1 PM). 

Candidates must be flexible to work timings, in rotational shifts and rotational week-offs.

Job Summary:

We are seeking a Technical Support Analyst with hands-on experience in CyberArk solutions to provide technical support for Privileged Access Management (PAM), Identity Access Management (IAM) and/or Endpoint Privilege Management (EPM) environments. The ideal candidate will possess strong troubleshooting skills, a customer-focused mindset, and the ability to work effectively in a fast-paced global support environment.

Key Responsibilities:

• Respond to customer inquiries and technical issues via CRM portal, live support sessions, and telephone.
• Troubleshoot, reproduce, and resolve customer-reported issues related to CyberArk solutions.
• Analyze customer environments to identify root causes and provide timely resolutions or workarounds.
• Document technical investigations, troubleshooting steps, and customer interactions accurately within the ticketing system.
• Collaborate with varied support teams to resolve complex technical issues.
• Manage multiple support cases simultaneously while maintaining high service quality and responsiveness.
• Escalate issues appropriately and coordinate with engineering or product teams when required.
• Contribute to knowledge sharing and continuous improvement initiatives within the support organization.

Technical Skills:

• Working knowledge of CyberArk components such as PSM, CPM, PVWA, Digital Vault, Identity or EPM.
• Understanding of security protocols and enterprise security practices.
• Experience troubleshooting network and connectivity issues, particularly in Windows environments.
• Knowledge of Active Directory and/or LDAP directory services.
• Familiarity with ticketing and CRM platforms such as Salesforce and ServiceNow.
• Basic scripting or automation knowledge is an advantage.

Communication & Collaboration:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact effectively with customers, peers, and cross-functional teams.
• Experience handling customer support calls through telephone or support-call management systems.

Must Have & Desired Skills: 

Required Experience:

• Minimum 2 years of experience in technical support for CyberArk solutions, including Privileged Access Management (PAM), Identity Access Management (IAM) and/or Endpoint Privilege Management (EPM).
• Experience in cybersecurity support with a strong understanding of access control, authentication, encryption, and related security concepts.
• Experience administering Windows Server environments.
• Familiarity with networking fundamentals and troubleshooting connectivity-related issues.
• Ability to understand and troubleshoot complex technical systems and customer environments.

Preferred Experience:

• Experience supporting Linux-based systems.
• Experience working in SaaS or cybersecurity-focused environments.
• Exposure to cloud platforms such as AWS and/or Microsoft Azure.
• Exposure to security technologies including SIEM, IAM, and MFA.

Certifications (Preferred):

• CyberArk certifications such as CyberArk Trustee, Defender or Sentry.
• Relevant cybersecurity certifications such as CompTIA Security+, CISSP, or equivalent.
• Relevant network-related certifications such as CompTIA Network+, CCNA/CCNP, or equivalent.
• Relevant cloud platform certifications such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud (GCP).

Education:

Bachelors degree in Information Technology or equivalent.