RSA off campus drive Technical Support Engineer Full Time NEW

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.

Job Description :

The Technical Support Engineer is responsible for providing exceptional customer support for RSA products by resolving technical issues through email, phone, and remote sessions when required. The role demands a solid understanding of the relevant RSA technologies and a commitment to delivering effective, customer-focused solutions.

Principal Responsibilities and Duties

• Participate in and lead customer conference calls, adapting communication style to the audience.
• Contribute to eServices content creation and maintenance (Knowledge Base, support forums, etc.), and regularly submit knowledge content.
• Validate technical information, provide early warnings, and disseminate updates as necessary.
• Identify when escalation to senior or specialized resources is required to resolve complex issues.
• Manage a personal queue of cases, including prioritization, expectation-setting, and customer follow-up.
• Support 24x7x365 operations — shift work, holidays, weekends, and on-call rotations may be required.
• Work toward becoming a subject matter expert (SME) in one or more product areas.
• Apply systems analysis techniques to determine hardware or software functionality.
• Contribute and develop Knowledge Base articles for peers and customers, and perform advanced tasks as skill level grows.

Non-Technical Skills

• 0 to 3 years of relevant experience.
• Excellent customer communication and interpersonal skills.
• Strong problem-solving and logical reasoning abilities.
• Ability to perform effectively under pressure.
• Team-oriented with flexibility to adapt to business needs.
• Self-motivated and proactive in learning
• Willingness to work in rotational shifts

Technical Skills

• Familiarity with one or more of the following areas is a strong advantage:
  • Basic understanding of security fundamentals.
  • Basic knowledge of Linux-based servers, network protocols, and web applications (hands-on experience is a plus).
  • Basic SQL and database knowledge.
  • Understanding of APIs is a plus.

Education

• Bachelor’s degree in Information Technology, Communications, or Computer Science (or related field).

Experience

• 0 to 3 years of relevant technical support or related experience.