Technical Support Engineer 2

Responsibilities

• Provide expert-level technical support to global customers via email and remote sessions
• Diagnose and resolve complex software, hardware, and system issues related to IAM solutions
• Troubleshoot and analyze technical problems by replicating customer environments and using diagnostic tools
• Manage and prioritize a support case queue to ensure timely resolution and communication
• Collaborate with Engineering, Product Development, and Sales teams to escalate issues and share feedback
• Document troubleshooting steps, solutions, and best practices in the internal knowledge base
• Participate in a 24x7x365 support rotation, including shift work and on-call responsibilities

Requirements

• Bachelor’s degree in Engineering (Communications/Networks or Computer Science) or Computer Science
• 3+ years of professional technical support or engineering experience
• Hands-on experience with Unix/Linux system administration and strong command line knowledge
• Understanding of network security fundamentals, including TLS and OAuth
• Strong knowledge of SQL and Relational Databases, preferably Oracle
• Proficiency with Microsoft Windows Server, Active Directory, and Microsoft SQL Server
• Basic knowledge of JavaEE application servers (such as Wildfly, JBoss, WebSphere, or WebLogic)
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Qualifications

• Linux Administration Certifications (e.g., RHCSA, RHCE)
• Security Certifications (e.g., CEH, Security+)
• Microsoft Certifications (e.g., MCSA, MCSE)
• Networking Certifications (e.g., CCNA, CCNP)

About the Company

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, and technology to thrive in a digital world through modern authentication, access, and identity governance solutions.