Application Support Engineer
RSA Security
full-time
Posted on:
Location Type: Remote
Location: India
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Tech Stack
About the role
- Act as the primary technical liaison between customers and other departments to resolve application issues.
- Execute application sanity test to ensure application health.
- Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including availability to perform on-call (after hours) shifts.
- Partner with other technical teams to perform application patches and upgrades.
- Develop, document, mentor, and train others in support procedures for application-related triage and problem solving.
- Resolve highly complex technical issues associated with patch and upgrade deployments.
- Lead support case resolution efforts for prescribed customer cases
- Extensively research and document customer software and technical issues
- Collaborate with Customer Support, Escalation Engineering, and Cloud Operations to identify high priority application issues.
- Provide implementation assistance as a SME to Professional Services and Cloud Operations
Requirements
- BA/BS degree in CS or technical degrees; equivalent work experience will also be considered.
- 4+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications.
- Strong understanding of highly complex technical implementations which may include relational databases, networking, server set-up, single sign on and system administration.
- Service Minded. You deliver customer support like you expect to receive it, with excellence and confidence.
- Detail oriented. You have an ability to prioritize a high-volume workload in a timely manner.
- Excellent verbal and written communication skills.
- Proven problem solver who loves tackling difficult challenges and quickly arrive at the best solution.
Benefits
- Global 24/7 support organization
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
application troubleshootingapplication testingtechnical documentationpatch managementupgrade deploymentrelational databasesnetworkingserver setupsingle sign-onsystem administration
Soft Skills
customer supportdetail orientedverbal communicationwritten communicationproblem solvingmentoringcollaborationtime managementservice mindedleadership
Certifications
BA/BS degree in Computer Sciencetechnical degrees