Technical Support Engineer I

Principal Responsibilities:

• Provide first-line technical support to customers via emails and remote sessions, diagnosing and resolving complex software, hardware, and system issues.
• Troubleshoot and analyze technical problems, replicating customer environments and utilizing diagnostic tools to identify root causes.
• Manage and prioritize a queue of support cases and ensuring timely communication and resolution.
• Effectively communicate complex technical information related to IAM concepts and G&L functionalities to both technical and non-technical customers in a clear, concise, and empathetic manner.
• Collaborate closely with internal teams including Engineering, Product Development, and Sales to escalate issues, share customer feedback, and contribute to product improvements.
• Document troubleshooting steps, solutions, and best practices in our knowledge base for internal use and customer self-service.
• Act as a customer advocate, understanding their business impact and championing their needs within the organization.
• Participate in a 24x7x365 support rotation, which may include shift work, holidays, and on-call responsibilities.

Technical Requirements:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Basic understanding of Java programming and ability to read application logs.
• Basic understanding of IAM concepts and security principles.
• Basic to intermediate knowledge of Linux/Unix environments and command-line usage.
• Understanding of networking fundamentals and security concepts (TCP/IP, TLS, basic authentication concepts).
• Basic understanding of SQL and relational databases.
• Familiarity with Windows environments and Active Directory.

Education & Experience:

• Bachelor’s degree in Engineering (Communications/Networks 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.