Technical Support Engineer 2 - NetWitness

Technical Support Engineer ‎2 - NetWitness
As one of the most established cybersecurity companies in the world, we at
NetWitness are hard at work every day helping our customers and partners
better protect their organizations from cyberattacks. Our products and
incident response services are used within most large enterprises, governments
and militaries for incident response and threat hunting. Our Sales
Professionals, Sales Engineers and Professional Services Consultants design
and deliver solutions for potential and existing customers to enable better
visibility, insight and action to prevent and defend against attacks.
NetWitness provides the unique ability to provide one single platform with a
unified view across all attack surfaces including Network, Logs/SIEM, Endpoint
and IoT combined with our AI-based User and Entity Behavioral Analysis (UEBA)
and Security, Orchestration, Automation & Response (SOAR) capabilities.
The Technical Support Engineer provides remote technical support expertise in
a complex information infrastructure environment with the need to integrate
RSA Technologies products and systems with other RSA Technologies and non-RSA
Technologies computer systems being operated by customers. Ability to convey
sophisticated ongoing technical system support is critical to, and an
essential component of, both RSA Technologies' business operations and the
business operations of RSA Technologies customers.
Principal Accountabilities:
Applies technical support expertise to resolve customer issues. Responsible
for providing telephone, email, chat and remote diagnostic technical support
of assigned products. Works closely with peers and internal SMEs to increase
knowledge and resolve customer issues. Identifies and provides resolutions to
technical problems. Uses trouble-shooting tools, content and analytical
practices to help determine best way to resolve identified and unidentified
problems.
Principal Responsibilities:
* 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.
* Understands and uses sphere of influence extending outside of the department.
* 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 Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
* Validates technical information and issues early warning and disseminates information as needed.
* 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.
* 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.
* Mentors and/or coaches less experienced TSEs, helps develop and participate in presentations and informal training for other TSEs.
* Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
* Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
* Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
Skills:
* Customer focused.
* Customer Service skills.
* Interpersonal skills.
* Ability to work in a high-pressure environment.
* Presentation skills.
* Troubleshooting skills.
Education & Experience:
* Typically requires ‎2+ years of related experience in a professional role with a Bachelor's degree; or an advanced degree without experience; or equivalent experience.

RSA is committed to the principle of equal employment opportunity for all
employees and applicants for employment and to providing employees with a work
environment free of discrimination and harassment. All qualified applicants
will receive consideration for employment without regard to race, color, and
any other category protected by applicable country law.
If you need a reasonable accommodation during the application process,
please contact the RSA Talent Acquisition Team at
[email protected] . RSA and its
approved consultants will never ask you for a fee to process or consider your
application for a career with RSA. RSA reserves the right to amend or withdraw
any job posting at any time, including prior to the advertised closing date.