Rsa RSA -Senior Engineer Technical Support 

Egypt, Cairo, New Cairo City 

241506775

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.
• Advanced Database SQL knowledge 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