RSA Senior Designated Support Engineer

RSA Security is a company specializing in identity and access management for organizations worldwide. They are seeking a highly motivated and customer-focused Principal Support Engineer to serve as a technical expert and trusted advisor for critical global customers, ensuring their success and optimizing their environments.

Responsibilities:

• Serve as the primary technical point of contact and trusted advisor for a select portfolio of strategic global customers
• Cultivate deep, long-term relationships with customer technical teams and stakeholders, understanding their unique business objectives, IT environments, and challenges
• Act as a proactive advocate for assigned customers within RSA, championing their needs and ensuring their voice is heard across Engineering, Product Management, and Sales
• Lead the diagnosis and resolution of highly complex, critical, and escalated technical issues across RSA G&L
• Manage and de-escalate highly sensitive or critical customer situations with exceptional professionalism and composure
• Drive timely and effective resolution for all cases within your assigned customer portfolio, ensuring clear and consistent communication
• Develop and maintain comprehensive knowledge base articles, technical documentation, and best practices for internal teams and customer self-service
• Review and provide feedback on knowledge base articles for accuracy, completeness, and adherence to quality standards
• Mentor and provide advanced technical guidance to junior and mid-level Technical Support Engineers, fostering a culture of continuous learning and skill development
• Play a key role in preparing technical training plans and content for global support teams
• Lead and facilitate global technical sessions, workshops, and knowledge-sharing huddles for global teams
• Contribute to technical gap analysis for global support teams, identifying areas for skill development and training

Requirements:

• 10+ years' experience in enterprise-level technical support, with a significant focus on Identity and Access Management (IAM) or complex enterprise software
• Exceptional problem-solving, analytical, and critical thinking skills, with a demonstrated ability to perform in-depth root cause analysis for complex, multi-component issues
• Outstanding verbal and written communication skills in English, with the ability to articulate highly technical concepts to diverse audiences, including senior technical staff and executive leadership
• Demonstrated ability to work autonomously, lead initiatives, and collaborate effectively in a fast-paced, high-pressure environment
• Strong customer-focused mindset with a passion for delivering exceptional service and building lasting relationships
• Expert-level proficiency in troubleshooting and administering Unix/Linux systems, with deep command-line knowledge and scripting capabilities (e.g., Bash, Python) for automation and diagnostics
• Advanced knowledge of networking concepts and network security fundamentals, including TCP/IP, DNS, load balancing, firewalls, TLS/SSL, OAuth, SAML, and other identity protocols
• Mastery of SQL and extensive hands-on experience with relational databases, particularly Oracle (performance tuning, complex query analysis, stored procedures)
• Deep technical proficiency across Microsoft Windows Server environments, including Active Directory, Group Policy, DNS, and Microsoft SQL Server
• Strong expertise in JavaEE application servers (Wildfly/JBoss, WebSphere, WebLogic), web technologies (HTTP, REST), and API integration troubleshooting
• 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.)