RSA - Tech Support Engineer III (Java/ Oracle)
Primary Location: Cairo,
Additional Location(s): Cairo, Egypt
RSA - Tech Support Engineer III
RSA, is the premier provider of security, risk and compliance management solutions for business acceleration. RSA helps the world's leading organizations solve their most complex and sensitive security challenges. These challenges include managing organizational risk, safeguarding mobile access and collaboration, proving compliance, and securing virtual and cloud environments. Combining business-critical controls in identity assurance, encryption and key management, SIEM, data loss prevention, continuous network monitoring, and fraud protection with industry leading eGRC capabilities and robust consulting services, RSA brings visibility and trust to millions of user identities, the transactions that they perform and the data that is generated.
RSA Adaptive Authentication is a comprehensive risk based authentication and fraud detection platform that takes a risked-based approach to enabling strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching.
Join us to do the best work of your career and make a profound social impact as a RSA Senior Technical Support Engineer (Java/Oracle) in Cairo.
What do we need:
The Technical Support Engineer will provide remote technical issues resolution and assistance to customers of Fraud and Risk Intelligence products. You will need to pay close attention to details, follow adaptive troubleshooting methodologies, have a consistent track record achieving excellence in individual and team level KPIs, and relevant experience carrying the team and company-wide projects.
You will be responsible for handling customer technical queries and you will be supported by a global team that is focused on providing an extraordinary customer experience and has a real passion for problem solving.
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
Explore technical issues to establish the root cause of problems. Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
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
Provide operational and technical support to field personnel. Validates technical information and issues early warning and disseminates information as needed
Working on Fixed U.S shift hours basis
Strong understanding of DB Architecture and concepts.
Hands on experience on clustering, re-indexing, data concurrency & consistency and stats ins and outs.
Experience on collecting and analyzing snapshots, ASH and AWR reports for performance tuning.
Ability to create and fine tune the queries and execution plans.
Strong administration experience with or knowledge of at least one or more of: Apache, Tomcat, Websphere, or Weblogic.
Able to use advanced debugging techniques including analysis of heap/thread dump files, tracing, and performance tuning and monitoring.
Basic knowledge of LINUX/Unix and Windows
Experience with deployed environments Java/J2EE and Oracle, running on Windows, UNIX, and LINUX platforms.
Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone and email, email and Webex/live session troubleshooting.
SOAP/REST API knowledge is a plus.
4+ years of combined experience in one or more of the following functional areas: Technical Support for Enterprise Software Systems, Software Development, Professional Services for Enterprise Software Systems, Quality Assurance/Engineering for Enterprise Software.
Have Customer facing experience and strong customer orientation and dedication. Have excellent time management and organizational skills.
Have excellent written and verbal communication skills, both technical and non-technical.
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities will be required.
BS/MS in Computer Science or equivalent experience.
RSA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. RSA will not tolerate discrimination or harassment based on any of these characteristics. RSA encourages applicants of all ages.
Job ID: R069144