A technical support representative is required to be knowledgeable of the relevant RSA product and help the customer to reach a satisfying solution to his issue. Technical support staff resolve clients or customers' technical issues via email and phone. The job may include remote implementation under certain conditions. 

Principal responsibilities and Duties: 

Required to support and instruct less experienced co-workers, through classroom training sessions or on-the-job mentoring. Has a key role in preparing the training plans for the local and global teams Has a key role in leading the global technical sessions and huddles for the global teams Contributes in the technical gap analysis for the global teams Able to handle highly escalated cases with a great sense of professionalism. Reviews technical solution articles for accuracy and completeness, and give feedback to the authors Mentors and/or coaches less experienced team members Helps develop and participate in presentations and informal training for the global team 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. Responsible for validating new product patches and features by testing in lab environment. Cascading knowledge to the local team including new releases and patches or known bugs. Supervises the On-Boarding plan for the new hires. Performing case reviews for the team members and take appropriate actions.

 Required Skills:

 Excellent customer communication and handling skills Excellent interpersonal skills Excellent problem solving & logical thinking. Ability to work under high pressure. Ability to work within a Team. Flexibility in handling business needs Self-motivated and self-learner Ability to share knowledge and conduct Technical Sessions Ability to coach junior engineers. Ability to work on highly escalated cases and provide Executive summaries. 

Technical Skills:

 Mastering Linux based servers, network protocols and web-based applications including hands-on experience, troubleshooting and administration. Mastering Database SQL knowledge including hands-on experience, troubleshooting and administration. Familiar with the ethical hacking principals API/SDK knowledge is a must. One or more of the below skills is a huge plus. RHCE, CISSP, CEH, OSCP, Security+, ITIL 

Education Required: 

Bachelors in IT, Communications or Computer Science 8+ years 

Desired Candidate Profile