Sr Engineer, Technical Support
RSA Security Cairo, Cairo, Egypt
Computer and Network Security · 1,001-5,000 employees
About the role
Acts as a remote customer advocate to diagnose and resolve complex technical issues while leading conference calls and validating product patches. Mentors junior engineers, conducts case reviews, and contributes to the development of technical knowledge-based articles.
What they look for
Requirements
Requires at least 5 years of relevant experience and a bachelor's degree in IT, Communications, or Computer Science. Candidates must possess advanced knowledge of Linux, network security, and database troubleshooting, along with strong interpersonal and problem-solving skills.
Full description
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 rsa.global.talent.acquisition@rsa.com. 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.
