Job Description
RSA Senior Technical Support Engineer, Technical Support RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play. For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com. We are seeking a highly motivated and customer-focused Principle Support Engineer to join our dynamic team. In this role, you will serve as a designated technical expert and trusted advisor for our most critical global customers, providing support, proactive guidance, and deep insight into our RSA Governance & Lifecycle solution. You will be instrumental in ensuring customer success, optimizing their environments, and influencing product evolution. This role will also function as a backline expert, providing advanced assistance to frontline engineers for complex issues. Key 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. Technical 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.