# Technical Support Engineer 2

**Company:** [RSA](https://hotfix.jobs/companies/rsa)
**Location:** Bengaluru, India
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** SQL, Active Directory, Linux, Network Protocols, Web Applications, Salesforce, Jira, Servicenow, Slack, Microsoft Teams, Iis, SAML, OAuth, Rest
**Posted:** 2026-08-28

> Provides technical customer support for identity and access management products, managing cases, troubleshooting systems, communicating resolutions, and mentoring peers. Requires 3+ years of experience, security fundamentals, Linux, Active Directory, SQL, and ticketing-system knowledge.

## Job Description

## Responsibilities
- Act as a remote customer advocate and champion customer needs in collaboration with field teams.
- Interface directly with customers throughout issue resolution, including understanding problems, communicating resolution plans, explaining developments, and conveying solutions.
- Participate in and lead customer conference calls.
- Create and maintain self-service content, including knowledge base articles and support forum content.
- Validate technical information, identify early warnings, and disseminate information as needed.
- Assess when to engage or escalate to senior resources for complex issues.
- Manage a case schedule, prioritize cases, and set customer expectations.
- Work rotational shifts, including holidays, weekends, and on-call coverage as required.
- Develop subject-matter expertise in assigned areas.
- Apply systems analysis techniques to determine hardware and software functionality.
- Contribute technical articles, solution documentation, presentations, and informal training for other support engineers.
- Mentor and coach less experienced technical support engineers.
- Facilitate problem recreation, failure analysis, and systems-level issue resolution.
- Contribute to centralized problem identification and resolution databases.

## Requirements
- 3+ years of relevant experience.
- Bachelor's degree in IT, Communications, or Computer Science.
- Excellent customer communication, interpersonal, problem-solving, and logical-thinking skills.
- Ability to work under pressure, collaborate effectively, learn independently, and adapt to business needs.
- Ability to work rotational shifts.
- Knowledge of information and network security fundamentals.
- Knowledge of SQL.
- Fundamentals of Active Directory administration.
- Hands-on knowledge of Linux, network protocols, and web-based applications.
- Experience with ticketing systems such as Salesforce, JIRA, or ServiceNow.
- Familiarity with collaboration tools such as Slack and Microsoft Teams.

## Nice-to-haves
- Microsoft IIS troubleshooting or administration.
- Identity and access management, including SSO, SAML, OIDC, OAuth, MFA, PAM, or IGA.
- Web technologies such as HTTP and REST, plus API or SDK troubleshooting or administration.
- Microsoft Windows Server, Active Directory, Group Policy, and DNS.
- Storage technologies troubleshooting or administration.
- Hardware troubleshooting or administration.
- CISSP, CEH, OSSP, or a similar security certification.

## Work Arrangement
- Hybrid office presence may be required.

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