Cesar

CyberArk Technical Support Engineer (L2)

Provide advanced technical support for CyberArk Privilege Cloud (CPC) and PAM solutions in production environments. Troubleshoot and resolve complex issues related to CPM and PSM components, including session management, credential rotation, and access workflows. Perform log analysis, debugging, and root cause investigations to identify and resolve critical incidents. Support customer onboarding, configuration, and integration efforts across enterprise environments. Collaborate with engineering and R&D teams to escalate and resolve high-impact issues. Assist in secure architecture validation and best practices implementation. Create and maintain technical documentation and knowledge base articles. Work within strict SLAs, ensuring high customer satisfaction in security-critical environments. Delivered L1/L2 support for enterprise users across software, network, and system issues. Managed incident tracking, escalation, and resolution within ticketing systems. Supported software deployments and system configurations. Provided front-line technical troubleshooting for mobile devices and network issues. Acted as escalation support and assisted team members with technical guidance. Performed OS installations, hardware upgrades, and network troubleshooting. Delivered technical solutions for individuals and small businesses