RSA Security
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Hybrid · Bengaluru, Karnataka, IndiaUpdated 4 weeks ago
RSA Security
ApplyTechnical Support Engineer
RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.
For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid and cloud solutions; the first ever and only multi-functional, password less hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com.
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:
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.
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