Rsa - Consultant Customer Success Engineer jobs at Rsa in Egypt, New Cairo City

Responsibilities:

• Contribute to the design, development and architecture of high-quality, complex systems and software environment
• Prepare, review and evaluate software specifications for products and systems
• Contribute to the development and implementation of test strategies for complex software products.
• Work on public Cloud platforms like Azure and AWS to deploy, configure, monitor, troubleshoot hosted cloud applications.

Essential Requirements:

• Bachelor of Engineering in Computer Science or equivalent
• 4-8 years of experience with Java server side programming.
• Experience with Relational Databases (e.g. MySQL, MariaDB, SQL Server)
• Experience with at least two different Linux distributions (e.g. SUSE, Ubuntu, Red Hat, Mint, etc..) including shell scripting
• Believe in concepts of 100% automated testing, push-button deploys, centralized management and logging.
• Experience and knowledge in the following technologies is a plus:

• • Testing Frameworks (JUnit, Selenium)
  • TCP/IP networking and firewalls
  • Cloud based development: (e.g. AWS/Azure Development)
  • Spring Boot and Spring Framework
  • Virtualization/Containerization
  • Performance and scalability Java tuning
  • Agile Scrum Development

Desirable Requirements:

• Ability to code/debug and guide others to code/debug flexible, scalable and complex programs, using either written or verbal design specifications.
• Ability to learn new tools, languages and operating systems with some training and on-the-job experience.

Key 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.

Technical Requirements:

• Bachelor’s degree in Engineering (Communications/Networks or Computer Science) with minimum 3+ years’ experience
• 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.)

Key Responsibilities:

• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly
  Validates technical information and issues early warning and disseminates information as needed
• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/ or customers regarding technical solutions.
• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
• Handling highly escalated cases which contains complex technical details
• Responsible to validate new product patches and features by testing in lab environment.
• Cascading knowledge to the local team including new releases and patches or known bugs
• Leads the On-Boarding plan for the new hires
• Performing case reviews for the team members and take appropriate actions.

Non-Technical Skills:

• Excellent customer communication and handling skills
• Excellent interpersonal skills
• Excellent problem solving & logical thinking
• Ability to work under high pressure
• Ability to work within a Team.
• Flexibility in handling business needs
• Self-motivated and self-learner
• Ability to share knowledge and conduct Technical Sessions
• Ability to coach junior engineers
• Ability to work on highly escalated cases and provide Executive summaries

Technical Skills:

• Advanced knowledge of Network and Information Security including hands-on experience, troubleshooting and administration.
• Advanced knowledge of Linux based servers, network protocols and web-based applications including hands-on experience, troubleshooting and administration.
• API/SDK knowledge is a plus.
• Cloud Overview: SaaS, IaaS...etc.
• Protocols: SAML, OIDC, SSO, Passwordless, Access Control Models.
• One or more of the following certificates is a huge plus: RHCE, CISSP, CEH, OSCP, Security+, ITIL.

Education Required

• Bachelors in IT, Communications or Computer Science

Experience Required

• 5+ years of relevant experience

Principal responsibilities and Duties:

• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly
• Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
• Validates technical information and issues early warning and disseminates information as needed
• 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
• As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
• Works toward becoming subject matter expert in a particular area or areas
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality
• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
• Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues
• Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills

Required Skills:

• Non-Technical Skills
• 2+ years of relevant experience
• Excellent customer communication and handling skills
• Excellent interpersonal skills
• Excellent problem solving & logical thinking
• Ability to work under pressure
• Ability to work within a Team
• Flexibility in handling business needs
• Self-motivated and self-learner
• Ability to work on rotational shift basis

Technical Skills:

• Excellent knowledge of information and network security fundamentals.
• Active Directory Administration Fundamentals
• Hands-on knowledge of Linux, Network protocols and Web-based applications
• One or more of the below skills is a huge plus:

1. Microsoft Internet Information Services (IIS) troubleshooting and/or administration
2. API or SDK troubleshooting and/or administration
3. Storage Technologies troubleshooting and/or administration
4. Hardware troubleshooting and/or administration
5. CISSP, CEH, OSSP or similar security certification is a plus

Education Required:

• Bachelors in IT, Communications or Computer Science

Principal Responsibilities:

• Provides front-end non-technical support for RSA Internal and External Customers.
• Follows call/email handling procedures to ensure excellence in customer service.
• Identifies customer requests, creates, research, and updates Technical and Administrative service requests.
• Routes service requests to appropriate product support teams.
• Handles the primary troubleshooting for RSA Customers facing issues on our Community Portal, works on resolving it via various channels, and escalates to the next level team whenever needed.
• Manages own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers.
• Interface with Global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAM, COM, and Sales team.
• Recognizes and initiates the escalation process for systems outages and initiates appropriate tactics to ensure service levels are maintained.
• Liaise with peers to identify opportunities for continuous improvement initiatives and projects.
• Implements Global support escalation procedures as required.
• Performs other duties as required.

Experience & Skills:

• Typically requires 0 to 2 years of related experience in a professional role.
• Basic experience in the IT field.
• Fluency in English.
• Any Second Language is a plus.
• Customer Service skills.
• Eager to learn.
• Ability to work in a high-pressure environment.
• Ability to easily adapt to frequent changes.
• Conflict Management and Negotiations Skills.

Key Responsibilities:

1. Technical Leadership & Expertise
• Act as the subject matter expert (SME) for RSA’s Identity and Access Management (IAM) portfolio (SecurID Classic, ID Plus, Governance & Lifecycle, ID Plus Prime).
• Stay up-to-date on emerging trends, competitor offerings, and best practices within the IAM & IGA space to inform product positioning and solution design.
• Provide deep architectural and infrastructure knowledge to shape end-to-end solutions.
2. Sales Enablement & Collaboration
• Partner with Account Executives & Sales Engineers to develop strategic account plans, identify customer requirements, and present comprehensive solutions.
• Conduct discovery sessions to understand customers’ technical environments, business objectives, and key use cases; translate findings into actionable solution recommendations.
• Support pre-sales activities, including customer presentations, solution demonstrations, and proof-of-concept engagements.
3. Solution Design & Delivery
• Scope and design implementations that map to specific business outcomes and technical requirements.
• Define statements of work (SOWs), high-level solution architecture, and success criteria for projects.
• Oversee solution proposals and ensure alignment with RSA’s best practices and customer objectives.
4. Thought Leadership & Innovation
• Contribute to the development of go-to-market strategies, playbooks, and sales tools that articulate the value of RSA’s solutions.
• Collaborate with Product Management and Engineering to influence product roadmap based on customer feedback, market insights, and competitive intelligence.
• Represent RSA at industry events, webinars, and conferences, showcasing RSA’s capabilities and thought leadership.
5. Relationship Management
• Establish trusted advisor relationships with senior customer stakeholders and partners by demonstrating expertise, credibility, and a keen understanding of business challenges.
• Maintain ongoing communication with customers post-sale to ensure satisfaction, identify upsell and cross-sell opportunities, and foster long-term partnerships.

Qualifications & Experience

• Education : Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• Industry Experience :
• 8+ years of combined experience in technical pre-sales, solutions architecture, consulting, or professional services within the cybersecurity umbrella.
• Strong working knowledge of RSA solutions (or similar competitive offerings) is highly desirable.
• Technical Skills :
• Familiarity with authentication protocols, industry standards & integration methods e.g., MFA, SSO, PKI, RADIUS, SAML, OAuth.
• Understanding of broader security ecosystems, including identity governance, provisioning, and lifecycle management.
• Ability to design and articulate complex solutions integrating RSA products into diverse enterprise environments (on-premises, cloud, and hybrid).
• Business & Interpersonal Skills :
• Proven ability to engage and influence senior-level stakeholders in business and technical discussions.
• Experience collaborating with sales teams to drive solution strategy, pricing, and negotiation.
• Excellent communication and presentation skills, with a comfort level engaging both technical and non-technical audiences.
• Strong problem-solving and consultative approach, with a customer-first mindset and “bedside manner.”

Key Competencies:

• Customer-Centric Mindset : Ability to quickly build credibility with customers, understand their core business drivers, and map RSA solutions to address those needs.
• Strategic Problem-Solving : Skilled at translating complex security challenges into holistic solutions that balance functionality, scalability, and ROI.
• Collaboration & Teamwork : Comfortable working in a matrixed environment, partnering with cross-functional teams (Sales, Professional Services, Product, Engineering, etc.).
• Competitive Intelligence : In-depth understanding of the market, competitive landscapes, and emerging threats to provide insight-driven recommendations.
• Continuous Learning : Passionate about ongoing professional development, staying current with industry trends and RSA solution enhancements.

Travel:

• Travel may be required (up to 30%) to meet with customers, attend events, or collaborate with internal teams.

Responsibilities:

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
• 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 Knows their audience and articulate accordingly
• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, 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 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
• As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
• Works toward becoming subject matter expert in a particular area or areas
• Mentors and/or coaches less experienced TSEs, helps develop and participate in presentations and informal training for other TSEs
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality
• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
• Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
• Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

Requirements:

• Excellent troubleshooting and customer support skills.
• Strong organizational skills – comfortable with managing and prioritizing customer caseloads.
• Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems by making decisions that are sensible given the available information.
• Ability to work well in a team environment.
• Excellent verbal and written communication skills.
• Three or more of the below skills are highly required:
• Hands-on experience of Unix/Linux system administration with strong command line knowledge.
• Proficient knowledge of network security to include firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN.
• Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNS.
• Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.
• Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases.
• Configuration management Fundamentals to include Chef, Puppet & Salt.
• Knowledge of Scripting Language: Python.
• Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump).
• 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.)

Experience:

• Typically requires 5+ years of related experience in a professional role with a Bachelor’s degree; or 3+ years with a Master’s degree; or a PhD without experience; or equivalent experience Working Conditions.