Dell Technical Support Engineer_184626BR in Bedford, Massachusetts
Technical Support Engineer - IMG RSA, The Security Division of EMC, is headquartered in Bedford, Massachusetts. RSA is the expert in information-centric security, enabling the protection of information throughout its life cycle. RSA enables customers to cost-effectively secure critical information assets and online identities wherever they live and at every step of the way, and manage security information and events to ease the burden of compliance. They offer industry-leading solutions in identity assurance & access control, encryption & key management, compliance & security information management and fraud protection. These solutions bring trust to millions of user identities, the transactions that they perform, and the data that is generated. RSA, The Security Division of EMC, was formed in September 2006 following EMC Corporation?s acquisitions of RSA Security. This position will provide remote technical customer support for RSA Identity Governance and Lifecycle product which intergrates access governance, provisioning, authentication, and single sign-on (SSO) in one platform. Summary:Provide advanced technical support to customers? technical staff, answer questions on function and usage of product, gather relevant information and determine troubleshooting and diagnostic procedures to determine & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case.Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions.Position requires working closely with customers, other Support Engineers, Development Engineers, Professional Services engineers, Product Management, and others geographically located in EMEA, APJ and US as needed to gain product knowledge and provide resolution to the assigned customer cases.Set customer expectations appropriately and accurately.Contribute to centralized problem identification and resolution database, participate in the creation and maintenance of knowledgebase content and perform senior or expert level tasks for assigned products and skills.As a 24X7X365 organization, on-call responsibilities on holidays, weekends, and after hours may be required. Qualifications: Basic understanding and knowledge of the Linux operating system, Java programming concepts, and SQL database systems (preferably, Oracle)Experience troubleshooting technologically challenging customer issues. Able to use advanced debugging techniques including analysis of dump files, tracing, and performance tuning and monitoring.Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone and email.Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors.Ability to document and effectively present information and respond to questions from groups of managers and customers.Ability to work in a highly pressure environment.Customer facing experience and strong customer orientation and dedication.Excellent time management and organizational skills.Excellent written and verbal communication skills, both technical and non-technical. Experience and Education: 3+ 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.BS/MS in Computer Science or equivalent experience. Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.