Senior Customer Support Engineer

6 months ago


مصر, Egypt RSA Full time

**About Outseer**

**What you’ll achieve**:
Our Senior Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products, as well as support and guide junior support engineers as the shift lead. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risked-based approach to enable strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.

This role will serve as second-tier technical support and project delivery to our customers, focusing on resolving complex technical product issues. Providing technical support and guidance to our customers, resolving complex issues, handling escalations, and coaching and leading the customer support team. This is a tenured Outseer product expert with technical expertise and leadership abilities helping drive customer satisfaction and continuous improvement in our support processes.

**Essential Duties**
- Provide second-tier technical support to customers, handling escalated issues from the frontline support team.
- Provide expert-level technical support to customers, serving as the primary point of contact for complex and escalated issues.
- Resolve challenging technical product issues, utilizing a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps.
- Oversee the team’s productivity and engagement as the shift lead.
- Mentor and guide junior support engineers, sharing your knowledge and expertise to help them develop their skills.
- Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively and provide feedback for product improvements.
- Lead and coordinate efforts to identify and implement process improvements, optimizing support workflows, and enhancing customer experience.
- Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support.
- Develop and maintain technical documentation, including troubleshooting guides, best practices, and knowledge base articles.
- Actively engage with customers throughout the support process, ensuring timely communication and managing customer expectations.
- Participate in customer meetings and provide technical expertise and insights to assist with customer success and satisfaction.
- Identify patterns or trends in customer issues, analyze data, and provide recommendations for product enhancements or feature requests.
- Collaborate with the sales team to support pre-sales activities, including product demonstrations and technical discussions with potential customers.
- Conduct training sessions and workshops for customers and internal teams, sharing best practices and promoting effective use of our products.
- Available to work 24X7X365 organization, shift work, holidays, and on-call responsibilities may be required.

**Desired Requirements**
- Bachelor’s degree in a technical discipline (Engineering, Computer Science, Information Systems etc.) or equivalent of 6+ years’ experience in customer support roles, preferably in a technical or software-related field.
- Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical customers.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve customer inquiries efficiently.
- A polite and supportive demeanor that delights our customers and ensures they are well taken care of with every interaction.
- Ability to work well under pressure and manage multiple customer requests simultaneously.
- Attention to detail and strong organizational skills to accurately document customer interactions and issue resolutions.
- Proficiency in working with multiple databases and standard web architectures.
- Ability to work both independently and collaboratively within a team-oriented environment.
- Dedication to providing exceptional customer service and maintaining high customer satisfaction levels.
- Willingness to learn and adapt to new technologies and product updates.
- Availability to work flexible hours, including weekends and holidays, if required.
- Basic Network (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.)
- Industry specific technologies:

- 2FA/MFA (KBA, OTP, Biometrics)
- Single-Sign On
- 3D Secure and EMVCo payment framework
- Understanding about database technologies and SQL queries
- Basics around HTML/Javascript/PHP
- Basics concepts around APIs and SOAP methodologies
- Understanding of programming languages, such as Java
- Understanding about SSL/TLS encryption

**Desired Behaviors**
- **Change Facilitation**: Encourages and supports continuous improvement of work practices and processes. Facilitates change by actively seeking opportunities for innovation and sharing ideas w



  • مصر, Egypt FlairsTech Full time

    Details Required Experience 3 years Department R&D Career Level Position Location maadi **Skills**: - Linux Dockers Requirements and responsibilities Skills required: Linux Docker Databases skills Working on monitoring Ccna N+ Support engineer JD: Implementation and support engineer will own end to end customer communication for customer deployments and...


  • مصر, Egypt Orange Business Full time

    **About the role**: **Job Purpose**: The Senior Tech Support Engineer is responsible for quality and overall skills enhancement of the team. **Key Activities & Deliverables**: - Acts as escalation level within the team - Create, validate, and update process documents and knowledge documents - Technical knowledge and overall skills enhancement - Coordinate...


  • مصر, Egypt BI-Technologies Full time

    **Join our growing team of achievers and take your career to the next level!**: At BI-Technologies, we all work as one big family. We pursue an environment that sparks achievement enabling people to excel and demonstrate their skills and abilities. Our employees enjoy exposure to vast career opportunities and ongoing development in a workplace where they...


  • مصر, Egypt Informa Global Support Full time

    Company Description At Informa Global Support, we’re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We’re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we’re here to...


  • مصر, Egypt RSA Full time

    **NetWitness - Senior Engineer, Technical Support (AMER Hours)** As one of the most established cybersecurity companies in the world, we at NetWitness are hard at work every day helping our customers and partners better protect their organizations from cyberattacks. Our products and incident response services are used within most large enterprises,...

  • Senior DevOps

    7 months ago


    مصر, Egypt Luxoft Full time

    **Project** Description**: We are working with BigData scale and using latest technologies like Docker and Kubernetes, Java 11, SpringBoot 2, Spring Clould, Kafka, PostgreSQL, Angular 14. Opportunities: participate in multi-year project for one of the biggest companies in the World and contribute to the platform that will change work experience and results...


  • مصر, Egypt اورنچ مصر Full time

    About the job Senior, Application Development Support Engineer **Purpose of the job** **Duties and responsibilities** - This position will require working with the sales and marketing teams to meet solution sales targets, Business segments and generate gross adds and direct revenue. This involves leading the development of technical solutions, working with...


  • مصر, Egypt Sirius Support Full time

    **Who We Are** Sirius Support is a fully-remote outsourcing organisation that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Building Sirius Support has allowed a lifelong dream to...


  • مصر, Egypt Luxoft Full time

    **Project** Description**: **Responsibilities**: - As a proactive member of the support team maintain the stability of the production environment, effectively managing incidents, problems and changes. - Continuously enhance existing processes and workflows to optimize efficiency and productivity. - Work seamlessly within the agile environment, contributing...


  • مصر, Egypt RSA Full time

    **About Outseer** **What you’ll achieve**: Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risk-based approach to enable strong, multifactor authentication using...


  • مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt VMware Full time

    **Technical Support Engineer** **Location: Cairo Egypt** **The Elevator Pitch: Why will you enjoy this new opportunity?** VMware is the global leader in virtualization and cloud infrastructure solutions that enables businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that...


  • مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt Kone Full time

    Remote and site support services for Front Lines and Supply Operations - Provide remote or on-site technical support for installation issues - Provide support also in digital, APF, software and BIM related issues Ride comfort - Provide technical support to ensure customer specification requirements Product development - applicable for global Field Support...

  • Support Engineer

    6 months ago


    مصر, Egypt Ericsson Full time

    **Our Exciting Opportunity** We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks. The Support Engineer...


  • مصر, Egypt RSA Full time

    **RSA - Senior Technical Support Engineer** 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...


  • مصر, Egypt TTEC Full time

    Senior Desktop Support Technician **Senior Desktop Support Technician - Cairo, Egypt** At TTEC, we’re all about the Human Experience. Elevated. As a Senior Desktop Support Technician in Cairo. You’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company...


  • مصر, Egypt CEQUENS Full time

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. **Responsibilities**: - Act as Single Point of Contact...


  • مصر, Egypt ABB Full time

    **Senior Automation engineer**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable...