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Rsa RSA- Technical Support Engineer 
Egypt, Cairo, New Cairo City 
324533131

09.07.2025

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.)