Rsa- Analyst Customer Services 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.

As a Sales Development Representative (SDR), you will be a key player within the marketing team. You will be responsible for handling inbound leads generated through Marketing’s demand generation efforts. This role is crucial for driving our growth by qualifying and nurturing high-quality leads and collaborating closely with Business Development Representatives (BDRs) to transition opportunities into the sales pipeline. Your work will ensure that our sales team is equipped with well-qualified leads, setting the stage for successful sales engagements for both existing accounts and new logos.

Key Responsibilities:

• Lead Qualification: Manage and respond to 100% of inbound leads generated through marketing campaigns, content downloads, webinars, and other demand generation activities. Qualify leads based on defined criteria to determine their readiness for sales engagement.
• Collaboration with BDRs: Work in close partnership with Business Development Representatives to ensure a smooth handoff of qualified leads and maintain alignment on target accounts, messaging, and follow-up strategies.
• Lead Nurturing: Engage with potential clients to understand their needs, challenges, and interest in RSA Security's IAM and IGA solutions. Provide valuable information and insights to move them further along the buying journey.
• Inbound Chat Management: Monitor and respond to inbound chats from the website, engaging with visitors in real-time to answer questions, qualify potential leads, and guide them towards appropriate resources or next steps in the buying process.
• Market Research: Stay informed about industry trends, market dynamics, and the competitive landscape to inform lead qualification and outreach strategies.
• CRM Management: Accurately record and update lead interactions and pipeline status in the CRM system, ensuring data integrity and visibility for the sales and marketing teams.
• Performance Metrics: Meet or exceed monthly and quarterly targets for lead qualification, pipeline contribution, and collaboration with BDRs.

Essential Requirements:

• Bachelor’s degree in Marketing, Business, Information Technology, or a related field, or equivalent experience.
• Fluent in German and English
• 1-3 years of experience in a similar role, preferably in B2B technology or cybersecurity marketing. Recent college graduates will also be considered.
• Strong understanding of or interest in IAM, cybersecurity, or related technology solutions.
• Excellent communication and interpersonal skills, with the ability to engage and influence decision-makers.
• Proficiency in Excel, CRM (e.g., Salesforce), LinkedIn, ZoomInfo, Groove/Salesloft, familiarity with marketing automation tools (e.g. Pardot) and ABM Platforms (e.g. 6Sense) a plus.
• Ability to learn new technologies and industries quickly, self-motivated, goal-oriented, and able to work independently in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.