RSA, a Dell Technologies company, is a global cybersecurity leader helping organizations to manage digital risks in an uncertain, high-risk world.
We would like to talk to candidates interested in the position of Sr. Technical Support Engineer (TSE) located in Singapore.
This position will support the Identity and Access Management / Integrated Risk Management suite of products.
A Senior TSE provides third to fifth level telephone and e-mail support to RSA’s Customers for cases opened by Premium Account Customers, RSA Sales and Professional Services personnel attending at customer sites, and cases escalated by the System Support workgroup.
Incoming cases involve both pre-sales queries and post-sales support and it is the responsibility of a Senior TSE to accept ownership of these cases and actively work to resolve each case in a timely fashion.
Support cases vary from simple technical questions to complex configuration assistance, troubleshooting, and root cause analysis.
A Senior TSE performs bug verification and early-access and beta support for RSA products. This position requires a technically savvy individual with strong knowledge of technology, the ability to learn quickly and perform under minimal supervision.
A Senior TSE has an additional responsibility of mentoring and coaching other TSE’s to carry out their day-to-day tasks satisfactorily.
On occasion Customer site visits may be required for accounts where the individual is the DSE (Designated Support Engineer).
Principal Duties and Responsibilities :
Display a professional attitude and maintain the highest possible level of customer service at all times, for every RSA customer contact.
Troubleshoot, diagnose, and resolve complex technical issues encountered by RSA’s customers in all areas of the products by collecting the necessary customer data and recreating the customer’s issue in house when necessary.
Determine and recommend useable workarounds (and / or fixes) for critical, production-down technical issues encountered by RSA customers.
Track, maintain, resolve, and close customers’ technical issues cases - keeping the customer up-to-date on the status of their cases, as well as keeping the CS case management system updated with current information on a daily basis
Escalate and track unresolvable software defects ( bugs ) discovered in a customer’s deployment of RSA product and customers’ requests for enhancement (RFE) to RSA Continuing Engineering (CE), Product Management (PM) and CS management teams and assist Engineering to resolve these software bugs .
Test bug fixes (hotfixes) delivered by RSA CE to CS to ensure the hotfixes delivered resolve the issue to the customer's satisfaction.
Provide priority expert Support to RSA’s Premium Support and Strategic Account customers through a comprehensive understanding of the Accounts requirements and configurations.
Advocate on behalf of each Premium Support and Strategic Account customer while managing the best interests of RSA and the customer.
Collaborate and achieve results on teams and through cross-functional effort with other Customer Support centers and RSA internal teams such as Continuing Engineering (CE) for escalation of bugs and RFEs, Professional Services Organization (PSO) for custom code and installation projects, Quality Assurance (QA) for feedback on quality related issues, Documentation for documentation related bugs , and Product Management (PM) for issues related to product functionality, existing product enhancements and future product.
Attend and participate in all customer success meetings, scheduled customer conference calls, scheduled training sessions, company meeting, and team events.
Actively participate in knowledge sharing by :
Developing and administering training programs in the form of tech huddles to TSEs in world-wide Customer Support.
Authoring and reviewing of technical solutions to be published to the Customer Support technical knowledgebase.
Conduct weekly case mentoring to the System Support team and new hires in diagnosis, review, and resolution of customer issues.
Acquire and maintain current knowledge of relevant RSA products, third-party products as they relate to RSA products.
Acquire and maintain current knowledge of state-of-the-art technologies (new technologies) in the industry.
Maintain current knowledge of RSA Customer Support’s policies and procedures in order to deliver world-class customer support to RSA’s customers.
Develop specialty areas of expertise; become known in the world-wide Customer Support community as the RSA internal resource or go-
to-person in these specialty areas.
Provide feedback on Customer Support's Web-based customer service tools RSALink - and document reported issues to RSALink team for tracking and resolution.
Occasionally travel to a customer site to assist in the onsite determination of root cause and resolution of a difficult complex critical technical issue.
Other duties and projects as assigned by CS management.
QUALIFICATIONS and EXPERIENCE
Proficient in controlling customer situations, and setting customer expectations appropriately.
Ability to maintain self-control while defusing stressful customer situations.
Strong verbal, written and interpersonal communication skills are essential :
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Strong analytical skills
Ability to understand, isolate, and resolve difficult technical problems that lie within the diverse realms of networking, network security, applications, operating systems and the often complicated nature of the customer relationship.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to analyze a variety of instructions furnished in written, oral, diagram, or schedule form.
Strong organizational skills.
Effective in creating resolution plans, as necessary.
A quick learner and able to perform well under minimal supervision.
Experience in Web Application technologies.
3 to 5 years of hands-on experience with web servers such as Apache, Microsoft IIS, or Sun Java System is desirable.
3 to 5 years of practical experience with third-party LDAP based servers such as Sun Java System Directory Server, Microsoft Active Directory,
3 to 5 years of practical experience with relational databases such as Oracle, Sybase, Microsoft SQL.
Able to use advanced debugging techniques including analysis of dump files, tracing, and performance tuning and monitoring.
Working knowledge of TCP / IP; hands-on experience configuring and troubleshooting network services such as DNS, NIS, and WINS.
Experience using ping, netstat, nslookup, dig, route, traceroute, snoop, tcpdump, strobe, etc. to isolate basic networking problems.
Comprehensive understanding of the supported RSA products.
Hands-on experience with VMWare Products to troubleshoot in virtual environments.
Bachelor’s degree in Computer Science or an equivalent combination of work experience.
Typically requires 4 to 5 years of directly related experience in a Technical Support environment.
Desirable to have CISSP Certification.