Technical Support Engineer

Technical Support Engineer

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid andcloud solutions; the first ever andonly multi-functional, password less hardware authenticator;and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com.

Principal responsibilities and Duties:

Acts as a remote customer advocate to champion specific customer needs in collaboration with field team

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

Participating in and leads conference calls with customers Knows their audience and articulate accordingly

Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database

Validates technical information and issues early warning and disseminates information as needed

Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required

Works toward becoming subject matter expert in a particular area or areas

Applies systems analysis techniques and procedures to determine hardware or software systems functionality

Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs

Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues

Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills

Willingness to be physically present at office on Hybrid and requirement basis.

Required Skills:

• 3+ years of relevant experience
• Excellent customer communication and handling skills
• Excellent interpersonal skills
• Excellent problem solving & logical thinking
• Ability to work under pressure and within a team.
• Flexibility in handling business needs
• Self-motivated and self-learner
• Ability to work on rotational shift basis

Technical Skills:

Excellent knowledge of information and network security fundamentals.

SQL Language knowledge

Active Directory Administration Fundamentals

Hands-on knowledge of Linux, Network protocols and Web-based applications

Experience with ticketing systems (Salesforce, JIRA, SNoW and similar)

Familiarity with collaboration tools (Slack, Teams)

One or more of the below skills is a huge plus:

Microsoft Internet Information Services (IIS) troubleshooting and/or administration

Working knowledge of Identity & Access Management (SSO, SAML, OIDC, OAuth, MFA, PAM, IGA)

Web technologies (HTTP, REST), and API or SDK troubleshooting and/or administration

Microsoft Windows Server environments, including Active Directory, Group Policy, DNS

Storage Technologies troubleshooting and/or administration

Hardware troubleshooting and/or administration

CISSP, CEH, OSSP or similar security certification is a plus

Education Required:

Bachelors in IT, Communications or Computer Science

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at [email protected]. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.