RSA – Senior Engineer, Technical Support

2 أكتوبر، 2022

0 4 4 دقائق

الوصف الوظيفي

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RSA – Senior Engineer, Technical Support
Primary Location: New Cairo, Egypt
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RSA – Senior Engineer, Technical Support
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!
Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate RSA products and systems with other RSA and non-RSA computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both RSA business operations and the business operations of RSA customers.
Principal Responsibilities:

Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.

Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.

Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources.

Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other RSA Technical Support co-workers as appropriate.

As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites.

Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments.

Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums.

Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status."

Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues.
Technical
Requirements
:

Proficient knowledge of network security including firewalls, Proxies, Load balancers, and SSL/TLS communications.

Good knowledge of fundamentals networking concepts including routing, switching, and a firm grasp on the operation of common TCP/IP application layer protocols.

Strong knowledge of SQL and Relational Databases, preferably Oracle database.

Good knowledge of JavaEE application servers (Wildfly/JBoss / WebSphere / WebLogic).

Experience with packet capture and analysis tools (Wireshark, tcpdump).

Experience with web technologies, APIs and their analysis tools (Fiddler, Postman).

Technical proficiency across Windows platforms, including Microsoft Windows Server and Microsoft Active Directory.

Any of the below Certifications (is a plus):

Linux Administration Certifications (RHCSA, RHCE…etc).

Security Certificates (CEH, Security +, …etc.)

Microsoft Certification (MCSA, MCSE)

Networking Certifications (CCNA, CCNP,…etc.)
Education and Experience:

6+ years of overall experience with with a Bachelor’s degree, strong experience in a previous technical support role.

Hands-on experience of Linux system administration with strong command line knowledge.

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.

Job ID:

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Technical Support, New Cairo, Cairo Governorate, Egypt