Rsa RSA- Technical Support Engineer 

Egypt, Cairo, New Cairo City 

324533131

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.)