RSA

Technical Support Engineer 2

RSA

full-time

Posted on:

Location Type: Hybrid

Location: Cairo • 🇪🇬 Egypt

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Job Level

JuniorMid-Level

Tech Stack

LinuxSQL

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLLinuxNetwork protocolsWeb-based applicationsAPI troubleshootingSDK administrationStorage Technologies troubleshootingHardware troubleshootingSystems analysis techniquesKnowledgebase content creation
Soft skills
customer communicationinterpersonal skillsproblem solvinglogical thinkingability to work under pressureteamworkflexibilityself-motivatedself-learnermentoring
Certifications
CISSPCEHOSSP