Archer Technical Support Engineer 2 Model Office

2 days ago

مصر, Egypt Dell Technologies - RSA Full time

**Archer Technical Support Engineer 2 Model Office**

Provides remote technical support expertise in a complex information infrastructure environment, Ability to convey sophisticated ongoing technical system support is critical to RSA customers, the Sales team and Model Office staff.

**Principal Accountabilities**:

- Applies technical support expertise to resolve Demo environment issues.
- Works closely with peers and internal SMEs to increase knowledge and resolve issues.
- Identifies and provides resolutions to technical problems.
- Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.
- Assists in content creation for Archer Demo Environments to support Model Office initiatives.
- Performs testing/validation of Archer Demo Environments when new releases are available.

**Principal Responsibilities**:

- Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
- Assists in content creation for Archer Demo environments to support the Model Office initiatives.
- Performs final testing/validation of Model Office environments as needed.
- 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/internal staff. Knows their audience and articulate accordingly.
- Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, release documentation
- 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/internal staff 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.

**Skills**:

- Ability to work independently.
- Customer focused.
- Exhibits confident behavior.
- Knowledge of job associated database/software/documentation.
- Ability to work in a high-pressure environment.
- Problem solving skills.
- Time management skills.
- Troubleshooting skills.

**Education & Experience**:

- Typically requires from 2-5 years of related experience in a professional role with a Bachelor's degree; or equivalent 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.

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