Sr Engineer, Technical Support

Sr Engineer, Technical Support

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 and cloud solutions; the first ever and only multi-functional, passwordless 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:

• Provide expert-level technical support to customers via emails and remote sessions, diagnosing and resolving complex software, hardware, and system issues.
• Troubleshoot and analyze technical problems, replicating customer environments and utilizing diagnostic tools to identify root causes.
• Manage and prioritize a queue of support cases, ensuring timely communication and resolution.
• Effectively communicate complex technical information related to IAM concepts and G&L functionalities to both technical and non-technical customers in a clear, concise, and empathetic manner.
• Collaborate closely with internal teams, including Engineering, Product Development, and Sales, to escalate issues, share customer feedback, and contribute to product improvements.
• Document troubleshooting steps, solutions, and best practices in our knowledge base for internal use and customer self-service.
• Act as a customer advocate, understanding their business impact and championing their needs within the organization.
• Lead the diagnosis and resolution of highly complex, critical, and escalated technical issues across RSA G&L.
• Manage and de-escalate highly sensitive or critical customer situations with exceptional professionalism and composure.
• Drive timely and effective resolution for all cases within your assigned customer portfolio, ensuring clear and consistent communication.
• Develop and maintain comprehensive knowledge base articles, technical documentation, and best practices for internal teams and customer self-service.
• Review and provide feedback on knowledge base articles for accuracy, completeness, and adherence to quality standards.
• Mentor and provide advanced technical guidance to junior and mid-level Technical Support Engineers, fostering a culture of continuous learning and skill development.
• Play a key role in preparing technical training plans and content for global support teams.
• Lead and facilitate global technical sessions, workshops, and knowledge-sharing huddles for global teams.
• Participate in a 24x7x365 support rotation, which may include shift work, holidays, and on-call responsibilities

Skills:

• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional verbal and written communication skills in English.
• Hands-on experience of Unix/Linux system administration with strong command line knowledge.
• Good knowledge of networks & network security fundamentals, including TLS/OAuth.
• Strong knowledge of SQL and Relational Databases, preferably Oracle databases.
• Technical proficiency across Windows platforms, including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.   
• Basic knowledge of JavaEE application servers (Wildfly/JBoss / WebSphere / WebLogic), web technologies, and APIs.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Customer-focused mindset with a passion for helping others.
• Any of the below Certifications (is a plus):
• • Linux Administration Certifications (RHCSA, RHCE...etc.).
  • Security Certificates (CEH, Security +, …etc.)
  • Microsoft Certification (MCSA, MCSE)
  • Networking Certifications (CCNA, CCNP,…etc.)

Education & Experience:

• Bachelor’s degree in Engineering (Communications/Networks or Computer Science) with minimum 6+ years’ experience

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.