Support Engineer Tier 2

About the Position

Support Engineer Tier 2

We are looking for a dedicated Support Engineer Tier 2 to join Helpware in Guadalajara, MX. This role is pivotal in ensuring the security and availability of the CyberArk Privilege Cloud (PAM-as-a-Service) environment.

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.

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

We Offer

• Salary: $35,000 / month
• Employment Type: FULL_TIME
• Location: Guadalajara, MX

About the Company

Helpware is a leading company in providing innovative solutions in the IT support and cybersecurity space.