Technical Support Engineer 2

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 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.