Senior Designated Support Engineer
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Job Description
Principal Support Engineer providing expert support and guidance for RSA'sIdentity and Access Management solutions. Cultivating relationships with global customers and resolving complex technical issues.
Responsibilities:
- Serve as the primary technical point of contact and trusted advisor for global customers
- Cultivate deep, long-term relationships with customer technical teams
- Act as a proactive advocate for assigned customers within RSA
- Lead the diagnosis and resolution of complex technical issues
- Manage and de-escalate critical customer situations
- Drive timely and effective resolution for all cases
- Develop and maintain comprehensive knowledge base articles
- Mentor and provide advanced technical guidance
- Play a key role in preparing technical training plans
Requirements:
- 10+ years’ experience in enterprise-level technical support
- Significant focus on Identity and Access Management (IAM)
- Exceptional problem-solving, analytical, and critical thinking skills
- Outstanding verbal and written communication skills in English
- Ability to articulate highly technical concepts to diverse audiences
- Demonstrated ability to work autonomously and lead initiatives
- Strong customer-focused mindset
- Expert-level proficiency in troubleshooting and administering Unix/Linux systems
- Advanced knowledge of networking concepts and network security fundamentals
- Mastery of SQL and extensive hands-on experience with relational databases
- Deep technical proficiency across Microsoft Windows Server environments
- Strong expertise in JavaEE application servers
Benefits:
- Equal employment opportunity
- Work environment free of discrimination and harassment
- Support for reasonable accommodation during the application process
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