RSA Senior Technical Support Engineer

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">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 &amp; 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. </span><br><br><u><b><strong style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;text-decoration:underline;white-space:pre-wrap;\">Key Responsibilities:</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Serve as the primary technical point of contact and trusted advisor for a select portfolio of strategic global customers.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Cultivate deep, long-term relationships with customer technical teams and stakeholders, understanding their unique business objectives, IT environments, and challenges.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">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.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Lead the diagnosis and resolution of highly complex, critical, and escalated technical issues across RSA G&amp;L.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Manage and de-escalate highly sensitive or critical customer situations with exceptional professionalism and composure.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Drive timely and effective resolution for all cases within your assigned customer portfolio, ensuring clear and consistent communication.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Develop and maintain comprehensive knowledge base articles, technical documentation, and best practices for internal teams and customer self-service.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Review and provide feedback on knowledge base articles for accuracy, completeness, and adherence to quality standards.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Mentor and provide advanced technical guidance to junior and mid-level Technical Support Engineers, fostering a culture of continuous learning and skill development.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Play a key role in preparing technical training plans and content for global support teams.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Lead and facilitate global technical sessions, workshops, and knowledge-sharing huddles for global teams.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Contribute to technical gap analysis for global support teams, identifying areas for skill development and training.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;text-decoration:underline;white-space:pre-wrap;\">Requirements:</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">10+ years’ experience in enterprise-level technical support, with a significant focus on Identity and Access Management (IAM) or complex enterprise software.</span></li><li style=\"color:rgb(30,40,59);font-size:11.25pt;--listitem-marker-color:black;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;font-size:11.25pt;white-space:pre-wrap;\">Due to the nature of this role and applicable government/security requirements of the customer, candidates must be U.S. citizens and eligible to obtain/maintain the required clearance.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Exceptional problem-solving, analytical, and critical thinking skills, with a demonstrated ability to perform in-depth root cause analysis for complex, multi-component issues.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">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.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Demonstrated ability to work autonomously, lead initiatives, and collaborate effectively in a fast-paced, high-pressure environment.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Strong customer-focused mindset with a passion for delivering exceptional service and building lasting relationships.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">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.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Advanced knowledge of networking concepts and network security fundamentals, including TCP/IP, DNS, load balancing, firewalls, TLS/SSL, OAuth, SAML, and other identity protocols.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Mastery of SQL and extensive hands-on experience with relational databases, particularly Oracle (performance tuning, complex query analysis, stored procedures).</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Deep technical proficiency across Microsoft Windows Server environments, including Active Directory, Group Policy, DNS, and Microsoft SQL Server.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Strong expertise in JavaEE application servers (Wildfly/JBoss, WebSphere, WebLogic), web technologies (HTTP, REST), and API integration troubleshooting.</span></li><li style=\"color:rgb(30,40,59);font-size:11pt;--listitem-marker-color:#1e283b;--listitem-marker-background-color:#ffffff;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Any of the below Certifications (is a plus):</span><br><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Linux Administration Certifications (RHCSA, RHCE...etc.).</span><br><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Security Certificates (CEH, Security +, …etc.)</span><br><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Microsoft Certification (MCSA, MCSE)</span><br><span style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;white-space:pre-wrap;\">Networking Certifications (CCNA, CCNP,…etc.)</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><i><em style=\"white-space:pre-wrap;\">RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. RSA will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All RSA employees are expected to support this policy and contribute to an environment of equal opportunity.</em></i></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">If you need a reasonable accommodation during the application process, please contact </span><a href=\"mailto:[email protected]\" target=\"_blank\" class=\"css-173makr-linkStyle\" style=\"color:rgb(30,74,169);cursor:pointer;\"><i><b><strong style=\"color:windowtext;font-style:italic;white-space:pre-wrap;\">[email protected]</strong></b></i></a><span style=\"white-space:pre-wrap;\">. All employees must be legally authorized to work in the US. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">Pay Range (On Target Earnings) $120,000 - $170,000</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><i><em style=\"white-space:pre-wrap;\">Full-time, non-Sales US employees are also eligible for annual discretionary bonuses that are funded based on prior year company performance. RSA Sales team members are eligible to participate in company commission plans.</em></i></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><i><em style=\"white-space:pre-wrap;\">In addition, RSA offers its eligible US employees a comprehensive array of benefit programs including flexible paid-time-off, health, disability, and life insurance, and a 401(k) retirement plan with company matching contributions.</em></i></p>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:7pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"color:rgb(30,40,59);background-color:rgb(255,255,255);font-size:11.25pt;text-decoration:underline;white-space:pre-wrap;\">RSA Senior Technical Support Engineer, Technical Support</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:18pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">RSA provides trusted identity and access management&nbsp;for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA&nbsp;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,&nbsp;RSA&nbsp;connects people with the digital resources they depend on everywhere they live, work, and play.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">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 </span><span style=\"color:black;background-color:white;white-space:pre-wrap;\">and</span><span style=\"white-space:pre-wrap;\"> cloud </span><span style=\"color:black;background-color:white;white-space:pre-wrap;\">solutions</span><span style=\"white-space:pre-wrap;\">; the first ever and</span><span style=\"color:black;background-color:white;white-space:pre-wrap;\"> only multi-functional, passwordless hardware authenticator</span><span style=\"white-space:pre-wrap;\">;</span><span style=\"color:black;background-color:white;white-space:pre-wrap;\"> 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!&nbsp; </span><span style=\"white-space:pre-wrap;\">For more information, go to rsa.com.</span></p>"
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