Hybrid Technical Support Engineer 2

at RSA

• Job title: Technical Support Engineer 2
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Linux, SQL
• Location requirements: Hybrid, Cairo, Egypt

About the role

• Technical Support Engineer managing customer technical issues and providing RSA solutions. Assisting with identity and access management for RSA’s enterprise clients globally.

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
• Participates 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
• 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

Requirements

• 2+ years of relevant experience
• 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
• Ability to work on rotational shift basis
• 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
• API or SDK troubleshooting and/or administration is a huge plus
• Storage Technologies troubleshooting and/or administration is a huge plus
• Hardware troubleshooting and/or administration is a huge plus
• CISSP, CEH, OSSP or similar security certification is a plus

Benefits

• 24x7x365 organization requiring shift work
• Flexible work arrangements
• Training and professional development opportunities