RSA - Technical Support Engineer 1

RSA - Technical Support Engineer 1 RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users.

RSA 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, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

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 and hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator;

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! For more information, go to Principal responsibilities and Duties :

• United States Citizen working from a Continental United States location
• Works within our CRM (Salesforce) taking assigned cases with varying severity levels.
• Engage customers via Phone / Email to gather pertinent information to Assess / Resolve product related issues.
• Log related information as case notes to facilitate tracking / escalating / resolving customer issues in a timely manner.
• This Role is for RSA SecurID and SecurID Cloud Access
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
• Able to identify when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
• As a 24x7x365 organization, shift work, holidays, weekends, and on-call responsibilities may be required.
• Working hours from 11 : 00am to 8 : 00pm EST
• Works toward becoming subject matter expert in a particular area or areas.
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
• Contributes to eService’s content. Such as Knowledgebase articles and / or Community discussions, etc.
• Support forums, etc.
• Understands and uses sphere of influence extending outside of the department to help resolve customer issues.

Skills :

• Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience.
• Customer focused.
• Ability to work independently.
• Shared screen are generally not allowed with customers so ability to conceptualize issues and document appropriately is required.
• Ability to recognize customer temperature and apply mitigation measures, which include verbal / written communication with a high focus on maintaining customer satisfaction.
• Exhibits confident behavior.
• Ability to document case issues, scenarios in written form.
• Knowledge of job associated database / software / documentation.
• Ability to work in a high-pressure environment.

One or more of the below skills is a plus

• Spanish Language a big plus.
• SecurID usage / support a huge plus
• Basic knowledge of security fundamentals.
• Basic knowledge of Linux based servers, network protocols and web-based applications (Hands on Experience is a plus)
• Basic Database SQL knowledge.
• API knowledge, light programming ability

Requirements :

• Previous Government Clearance or ability to become cleared in a short timeframe.
• Able to work shift hours from 11-8 EST.
• Non-East Coast location working above hours

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.