RSA2mo ago

Senior Engineer, Technical Support

Provides first-line technical support for identity and access management software, diagnosing customer issues, managing cases, and coordinating escalations. Requires a bachelor’s degree plus foundational knowledge of Java, Linux/Unix, networking, SQL, Windows, and Active Directory.

About the job

Responsibilities

Provide first-line technical support to customers through email and remote sessions.
Diagnose and resolve complex software, hardware, and system issues.
Troubleshoot technical problems by replicating customer environments and using diagnostic tools to identify root causes.
Manage and prioritize support cases while ensuring timely communication and resolution.
Explain IAM concepts and product functionality clearly to technical and non-technical customers.
Collaborate with Engineering, Product Development, and Sales to escalate issues, share customer feedback, and improve products.
Document troubleshooting steps, solutions, and best practices in the knowledge base.
Advocate for customers and represent their business impact internally.
Participate in a 24x7x365 support rotation, including shifts, holidays, and on-call responsibilities.

Requirements

Bachelor’s degree in Engineering, Communications/Networks, or Computer Science.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills in English.
Basic understanding of Java and ability to read application logs.
Basic understanding of IAM concepts and security principles.
Basic to intermediate knowledge of Linux/Unix and command-line usage.
Understanding of networking fundamentals and security concepts, including TCP/IP, TLS, and authentication.
Basic understanding of SQL and relational databases.
Familiarity with Windows environments and Active Directory.