RSA - Technical Support Engineer 2

Principal responsibilities and Duties:
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
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
Participating in and leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Assesses 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
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 and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues
Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills
Willingness to be physical

📌 RSA - Technical Support Engineer 2 (Bengaluru)
🏢 RSA Security
📍 Bengaluru