RSA - Technical Support Engineer 2

RSA Security; Bengaluru; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

RSA Security is seeking a Technical Support Engineer 2 in Bengaluru to act as a remote customer advocate, resolving technical issues and guiding customers through resolution steps. The role involves collaborating with cross-functional teams, contributing to knowledge bases, and handling escalations with a customer-centric approach.

The position requires 3+ years in technical support, strong communication, and the ability to work in rotational shifts in a hybrid office setting.

Qualifications

• 3+ years of relevant experience in technical support or similar roles.
• Strong customer communication and problem-solving abilities.
• Experience handling escalations and working with cross-functional teams.

Responsibilities

• Act as a remote customer advocate and collaborate with field teams.
• Interact with customers to understand issues and communicate plans for resolution.
• Lead conference calls with customers and contribute to knowledge base content.
• Participate in content creation for self-service and maintain knowledge databases.
• Mentor less experienced TSEs and share problem-resolution knowledge.

Skills

Customer communication

Problem solving

Teamwork

Ability to work under pressure

Rotational shifts

Self-motivated learner

Adaptability

Education

Bachelor's in IT/CS/Communications

Tools

Salesforce

JIRA

SNoW

Slack

Teams

IIS

Windows Server

Job description

Technical Support Engineer 2

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 hybrid and cloud solutions; the first ever and only multi‑functional, password‑less 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 rsa.com.

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 elevate 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 physically present at office on Hybrid and requirement basis.

Required Skills:

• 3+ years of relevant experience


• Excellent customer communication and handling skills


• Excellent interpersonal skills


• Excellent problem solving & logical thinking


• Ability to work under pressure and within a team.


• Flexibility in handling business needs


• Self‑motivated and self‑learner


• Ability to work on rotational shift basis

Technical Skills:

• Excellent knowledge of information and network security fundamentals.


• SQL Language knowledge


• Active Directory Administration Fundamentals


• Hands‑on knowledge of Linux, Network protocols and Web‑based applications


• Experience with ticketing systems (Salesforce, JIRA, SNoW and similar)


• Familiarity with collaboration tools (Slack, Teams)


• One or more of the below skills is a huge plus:


• Microsoft Internet Information Services (IIS) troubleshooting and/or administration


• Working knowledge of Identity & Access Management (SSO, SAML, OIDC, OAuth, MFA, PAM, IGA)


• Web technologies (HTTP, REST), and API or SDK troubleshooting and/or administration


• Microsoft Windows Server environments, including Active Directory, Group Policy, DNS


• Storage Technologies troubleshooting and/or administration


• Hardware troubleshooting and/or administration


• CISSP, CEH, OSSP or similar security certification is a plus

Education Required

Bachelors in IT, Communications or Computer Science

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 qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at [e-mail]. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.