Rsa - Technical Support Engineer 1

5 months ago

مصر, Egypt RSA Full time

**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.

**Principal Accountabilities**:
**Principal Responsibilities**:

- Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- Understands and uses sphere of influence extending outside of the department.
- 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 Chat, Knowledgebase content,
Support forums, etc.; regularly submits content to the knowledge database.
- Validates technical information and issues early warning and disseminates information as needed.
- 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.
- 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.
- Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training
for other TSEs.
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality.

**Skills**:

- Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience.
- Ability to work independently.
- Customer focused.
- Exhibits confident behavior.
- Knowledge of job associated database/software/documentation.
- Ability to work in a high-pressure environment.
- One or more of the below skills is a huge plus:
Basic knowledge of security fundamentals.
Basic Database SQL knowledge.
API knowledge is a plus
- 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._

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