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Technical Support Engineer III (Oracle Database)

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

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Senior Technical Support Engineer

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 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.

Join us to do the best work of your career and make a profound social impact as a RSA Senior Technical Support Engineer (Oracle Database) 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

What will you be doing?

  • Respond to and manage our Customer’s product related issues following applicable SLA guidelines. Creating technical knowledge content to support customer self-service goals.

  • Apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose andresolve issues in unique and often complex customer environments

  • Systematically gather relevant information and analyzes a broad range of factors while working to diagnose and resolve issues

  • Determine 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 communicate and document procedural and technical issues to internal and external customers in a fast paced and customer critical environment

  • Understand customer systems, environment, configuration, and be able to replicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions.

Skills:

Database: Oracle:

  • Strong understanding of Oracle DB Architecture and concepts.

  • Hands on experience on clustering, re-indexing, data concurrency & consistency and stats ins and outs.

  • Extensive experience on collecting and analyzing ASH and AWR reports for performance tuning.

  • Have worked on RAC, DATAGUARD, or Goldengate

  • Ability to create and fine tune the queries and execution plans.

Application Server

  • 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.

Operating System:

  • Basic knowledge of LINUX/Unix and Windows

  • Experience with deployed environments Java/J2EE and Oracle, running on Windows, UNIX, and LINUX platforms.

  • Able to read and understand Java, JavaScript, HTML, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs is a desired.

  • 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.

Essential Requirements

  • 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: R075391
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