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Technical Support Engineer 1

Primary Location: Bengaluru, India

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Technical Support Engineer 1 :: SecurID

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team!

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.

Required Skills: Non-Technical Skills
• 0 to 3 years of relevant experience
• Excellent customer communication and handling skills
• Excellent interpersonal skills
• Excellent problem solving & logical thinking
• Ability to work under pressure
• Ability to work within a Team.
• Flexibility in handling business needs
• Self-motivated and self-learner
• Ability to work on rotational shift basis

Technical Skills
• One or more of the below skills is 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 is a plus

Job ID: TECHN003763
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