RSA Sr.Engineer, Technical Support

Job Title: RSA Sr.Engineer Technical Support

About RSA:

RSA offers mission-driven security solutions that provide organizations with a unified approach to managing digital risk that hinges on integrated visibility, automated insights and coordinated actions. RSA solutions are designed to effectively detect and respond to advanced attacks; manage user access control; and reduce business risk, fraud and cybercrime. RSA protects millions of users around the world and helps more than 90 percent of the Fortune 500 companies, and every branch of the U.S. federal government, thrive and continuously adapt to transformational change. For more information, go to rsa.com.

Key Responsibilities

• Required to support and instruct less experienced co-workers, through classroom training sessions or on-the-job mentoring.
• Has a Key role in preparing the training plans for the local and global teams.
• Has a key role in leading the global technical sessions and huddles for the global teams.
• Contributes in the technical gap analysis for the global teams.
• Able to handle highly escalated cases with a great sense of professionalism.
• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
• Mentors and/or coaches less experienced team members.
• Helps develop and participate in presentations and informal training for the global team.

You will:

• Resolve customer-reported issues while working closely with other cross functional teams, occasionally travelling to customer sites
• Apply your advanced technical expertise using standard operating and diagnostic protocols to resolve a range of highly complex system level issues
• Drive operational excellence through quality closures and proper escalation of issues
• Lead efforts in facilitating problem re-creation and failure analysis of system level issues
• Create and deliver timely and highly focused training programs
• Contribute and develop 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.
• Responsible to validate new product patches and features by testing in lab environment.
• Supervises the On-Boarding plan for the new hires.
• Performing case reviews for the team members and take pre-emptive, appropriate actions to give the right direction to technical issues.

Essential Requirements

• 6+ yrs of exp in support org having strong Knowledge on RSA NetWitness or other SIEM products.

• Non-Technical

• Linux Administration(Redhat Centos),Windows Administration.
• Understanding of debugging techniques such as analysis of dump files, tracing, performance tuning and monitoring.
• Excellent troubleshooting skills.
• Excellent knowledge on AWS, Azure and Google Cloud.
• Good knowledge on Database(Oracle, mssql).
• Good knowledge in Network Storage like SAN/NFS.
• Excellent customer communication and situation handling skills.
• Flexibility in handling business needs between cross functional teams ranging from Sales, Pre-Sales, Engineering, R&D, Product Management etc.
• Willingness and ability to share knowledge and conduct technical sessions.
• Ability to coach junior to mid-senior/senior engineers.
• Ability to work on highly escalated cases and provide executive level summaries and RCA’

Desirable Requirements

• One or more of the following certificates is a huge plus: RHCE, CISSP, CEH, OSCP, Security+, ITIL

RSA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. RSA will not tolerate discrimination or harassment based on any of these characteristics. RSA encourages applicants of all ages