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:

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

• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments 

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

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

• 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. 

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors 

• Handling highly escalated cases which contains complex technical details Responsible to validate new product patches and features by testing in lab environment. 

• Cascading knowledge to the local team including new releases and patches or known bugs 

• Leads the On-Boarding plan for the new hire

• Performing case reviews for the team members and take appropriate actions.

Skills:

• Excellent customer communication, handling skills, interpersonal skills, problem solving & logical thinking 

• Ability to work under high pressure 

• Ability to work within a Team. 

• Flexibility in handling business needs Self-motivated and self-learner 

• Ability to share knowledge and conduct Technical Sessions Ability to coach junior engineers 

• Ability to work on highly escalated cases and provide Executive summaries
• Advanced knowledge of network and information security, including hands-on troubleshooting and administration.

• Advanced Linux administration and troubleshooting.

• Advanced understanding of network protocols and web-based applications.

• Advanced SQL/database troubleshooting and administration experience. 

Preferred Skills

• API/SDK knowledge

• Docker fundamentals 

• Kubernetes basics 

• Container troubleshooting 

• Linux automation

• AI & Automation
• • AI-assisted troubleshooting

• • Copilot technologies
  • Support automation design

• • Agent-based workflow development

• One or more of the following certifications: RHCE, CISSP, CEH, OSCP, Security+, ITIL

Education & Experience:

• 5+ years of relevant experience
• 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.