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Senior Engineer, Technical Support, SecurID, RSA

Primary Location: Cairo,
Additional Location(s): Cairo, Egypt

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Senior Technical Support Engineer

RSA offers mission-driven security solutions that provide organizations with a unified approach to managing digital risk that hinges on integrated visibility, automated insights and coordinated actions. RSA solutions are designed to effectively detect and respond to advanced attacks; manage user access control; and reduce business risk, fraud and cybercrime. RSA protects millions of users around the world and helps more than 90 percent of the Fortune 500 companies, and every branch of the U.S. federal government, thrive and continuously adapt to transformational change. For more information, go to rsa.com.

What you’ll achieve
As a Senior Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.
You will:
• Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution
• Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
• Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams
• Provide qualified information to Engineering so they can improve product quality and reliability
• Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements
• 5 to 8 years of experience in a technical support position
• Strong customer orientation, excellent phone etiquette and work ethic
• Extensive knowledge of infrastructure, client and cloud solutions
• Excellent communications skills and ability to work with calmness and composure under stress

Desirable Requirements
• Bachelor’s degree
• Additional language required

Application closing date: 13 August 2021

Job ID: R124527

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