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RSA- Technical Support Engineer TSE II (Netwitness)

Job Description and Requirements


•    Reviews technical solution articles for accuracy and completeness, and give feedback to the authors. 
•    Acts as a remote customer advocate to champion specific customer needs in collaboration with field team. 
•    Understands and uses sphere of influence extending outside of the department.
•    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 Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database 
•    Validates technical information and issues early warning and disseminates information as needed. 
•    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. 
•    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. 
•    Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs. 
•    Applies systems analysis techniques and procedures to determine hardware or software systems functionality. 
•    Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
•    Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. 
•    Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate. 
•    Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
•    Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
•    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.

Required Experience and Skills:

•    Ability to work in a high-pressure environment. 
•    Customer Service skill. 
•    Troubleshooting skills. 
•    Education Required:       Bachelors in IT, Communications or Computer Science(Technical)
•    Experience Required:    4+ years relevant experience
•    Physical Requirements:  No
•    Interpersonal skills. 
•    Presentation skills. 
•    Technical Skills.
•    Good knowledge of security fundamentals.
•    Very good knowledge with Linux server environments/bash.
•    Strong Database in both SQL and NoSQL.
•    Experience in Java Applications/Servlets.
•    Puppet/Chef/Salt is a big plus.
•    Good command of knowledge in AWS,Azure and openstack.
•    Knowledge of Networking, Architecture & Administration.