# Senior Engineer, Technical Support

**Company:** [RSA](https://hotfix.jobs/companies/rsa)
**Location:** Cairo, Egypt
**Role:** Support Engineering
**Skills:** Java, IAM, Linux, Unix, Command Line, TCP/IP, Tls, SQL, Relational Databases, Windows, Active Directory, Application Logs, Security Principles
**Posted:** 2026-06-30

> 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.

## Job Description

## 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.

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