Principal Engineer, Technical Support

**Principal Engineer, Technical Support - SecurID**

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team

Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate RSA products and systems with other RSA and non-RSA computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both RSA business operations and the business operations of RSA customers.

**Principal Responsibilities**:

- Required to support and instruct less experienced co-workers, through classroom training sessions or on-the-job mentoring.
- Has a Key role in preparing the training plans for the local and global teams.
- Has a key role in leading the global technical sessions and huddles for the global teams.
- Contributes in the technical gap analysis for the global teams.
- Able to handle highly escalated cases with a great sense of professionalism.
- Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
- Mentors and/or coaches less experienced team members.
- Helps develop and participate in presentations and informal training for the global team.

**Technical **Requirements**:

- Expert in Network and Information Security including hands-on experience, troubleshooting and administration.
- Expert in Database SQL knowledge including hands-on experience, troubleshooting and administration & replication
- Experience in Oracle Dataguard
- Basics knowledge of Java APIs and simple coding
- Excellent knowledge about Web Logic, WebSphere and Wild fly
- Excellent customer communication and situation handling skills.
- Excellent problem solving & logical thinking.
- Ability to work under very high pressure, with focus on managing management, customer, and technical team expectations at all times.
- Ability to work within a team with skills to manage appropriate communications at required levels.
- Flexibility in handling business needs between cross functional teams ranging from Sales, Pre-Sales, Engineering, R&D, Product Management etc.
- Highly self-motivated and self-learner.
- Willingness and ability to share knowledge and conduct technical sessions.
- Ability to coach junior to mid-senior/senior engineers.
- Ability to work on highly escalated cases and provide executive level summaries and RCA's.

**Education and Experience**:

- 9+ years of overall experience with strong experience in a previous technical support role.
- At least 5+ years of experience in the Identity and Access Management Domain with Strong troubleshooting skills.

**Desirable Requirements**:

- Strong experience in a previous technical support role
- One or more of the following certificates is a huge plus: RHCE, CISSP, CEH, OSCP, Security+, ITIL
- 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._