Technical Support Engineer 2 at RSA Security

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Unix/Linux System Administration, Network Security, TLS/OAuth, SQL, Oracle Databases, Microsoft Windows Server, Microsoft Active Directory, Microsoft SQL Server, JavaEE Application Servers, Web Technologies, APIs, Problem Solving, Analytical Thinking, Technical Communication, Customer Support, IAM Concepts

Industry

Computer and Network Security

Description

We are seeking a highly motivated and customer-focused Technical Support Engineer II to join our dynamic team. In this role, you will be a frontline expert, providing exceptional technical assistance to our global customers, diagnosing complex issues, and ensuring their success with our RSA Identity and Access Management solution. Principal Responsibilities: Provide expert-level 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. Skills: Excellent problem-solving, analytical, and critical thinking skills. Exceptional verbal and written communication skills in English. Hands-on experience of Unix/Linux system administration with strong command line knowledge. Good knowledge of networks & network security fundamentals including TLS/OAuth. Strong knowledge of SQL and Relational Databases, preferably Oracle databases. Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server. Basic knowledge of JavaEE application servers (Wildfly/JBoss / WebSphere / WebLogic), web technologies, and APIs. Ability to work independently and collaboratively in a fast-paced team environment. Customer-focused mindset with a passion for helping others. Any of the below Certifications (is a plus): Linux Administration Certifications (RHCSA, RHCE...etc.). Security Certificates (CEH, Security +, …etc.) Microsoft Certification (MCSA, MCSE) Networking Certifications (CCNA, CCNP,…etc.) Education & Experience: Bachelor’s degree in Engineering (Communications/Networks or Computer Science) with minimum 3+ years’ 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. 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.

Responsibilities

Provide expert-level technical support for RSA Identity and Access Management solutions by diagnosing complex software and hardware issues. Collaborate with internal engineering and product teams to resolve escalations and document best practices in the knowledge base.