RSA - Technical Support Engineer 1

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, passwordless 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.

RSA - Technical Support Engineer 1

The Technical Support Engineer is responsible for providing exceptional customer support for RSA products by resolving technical issues through email, phone, and remote sessions when required. The role demands a solid understanding of the relevant RSA technologies and a commitment to delivering effective, customer-focused solutions.
The candidate is required to work from the office at least two days per week.

Principal Responsibilities and Duties

• Act as a remote customer advocate, championing customer needs in collaboration with the field team.
• Interface directly with customers throughout the problem-resolution process, including:
• • Understanding and analyzing issues.
  • Communicating plans for resolution.
  • Explaining progress and outcomes clearly.
• Participate in and lead customer conference calls, adapting communication style to the audience.
• Contribute to eServices content creation and maintenance (Knowledge Base, support forums, etc.), and regularly submit knowledge content.
• Validate technical information, provide early warnings, and disseminate updates as necessary.
• Identify when escalation to senior or specialized resources is required to resolve complex issues.
• Manage a personal queue of cases, including prioritization, expectation-setting, and customer follow-up.
• Support 24x7x365 operations — shift work, holidays, weekends, and on-call rotations may be required.
• Work toward becoming a subject matter expert (SME) in one or more product areas.
• Apply systems analysis techniques to determine hardware or software functionality.
• Contribute and develop Knowledge Base articles for peers and customers, and perform advanced tasks as skill level grows.

Required Skills

Non-Technical Skills

• 0 to 3 years of relevant experience.
• Excellent customer communication and interpersonal skills.
• Strong problem-solving and logical reasoning abilities.
• Ability to perform effectively under pressure.
• Team-oriented with flexibility to adapt to business needs.
• Self-motivated and proactive in learning
• Willingness to work in rotational shifts

Technical Skills

• Familiarity with one or more of the following areas is a strong advantage:
• • Basic understanding of security fundamentals.
  • Basic knowledge of Linux-based servers, network protocols, and web applications (hands-on experience is a plus).
  • Basic SQL and database knowledge.
  • Understanding of APIs is a plus.

Education

• Bachelor’s degree in Information Technology, Communications, or Computer Science (or related field).

Experience

• 0 to 3 years of relevant technical support or related experience.

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.