RSA – Technical Support Engineer 2

Job Description

We are dedicated to the safety of our team members, customers and candidates. Due to the current global situation you may experience a slower response time or fluctuation in our job opportunities as we adjust to the dynamic circumstances. We appreciate your patience and encourage you to Join our Talent Network for the latest RSA career opportunities.

RSA – Technical Support Engineer 2

Primary Location: New Cairo, Egypt

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RSA – Technical Support Engineer 2

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team!

Responsibilities:

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

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

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.

Essential Requirements:

Bachelors in IT, Communications or Computer Science.

2-4 years of experience in a technical support position

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

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

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

API or SDK troubleshooting and/or administration

Storage Technologies troubleshooting and/or administration

Hardware troubleshooting and/or administration

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

Excellent customer communication and handling skills

Excellent interpersonal skills

Excellent problem solving & logical thinking

Ability to work under pressure

Ability to work within a Team.

Flexibility in handling business needs

Self-motivated and self-learner

Working Conditions:

Ability to work on rotational shift basis

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

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-cybersecurity.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.*

Job ID:
RSATE004018