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 (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.

Nice-to-haves: Linux Administration Certifications (RHCSA, RHCE), Security Certificates (CEH, Security+), Microsoft Certification (MCSA, MCSE), Networking Certifications (CCNA, CCNP).