Technical Support Engineer I

About the role

RSA Security is seeking a self‑motivated Technical Support Engineer I to join its fast‑paced IAM team in Egypt. You will provide first‑line assistance to customers, diagnosing and resolving software, hardware and system issues related to identity and access management solutions.

Key responsibilities

• Respond to customer inquiries via email and remote sessions, troubleshooting complex technical problems.
• Replicate customer environments and use diagnostic tools to identify root causes.
• Manage a queue of support cases, ensuring timely communication and resolution.
• Explain IAM concepts and product functionalities clearly to both technical and non‑technical users.
• Collaborate with Engineering, Product Development and Sales to escalate issues and share feedback.
• Document troubleshooting steps and best practices in the internal knowledge base.
• Act as a customer advocate, understanding business impact and championing needs.
• Participate in a 24x7x365 support rotation as required.

Required profile

• Self‑motivated individual looking for a fast‑paced challenge.
• Strong communication skills with the ability to convey technical information empathetically.
• Willingness to work in a rotating on‑call schedule.

Required skills

• Relational Databases
• IAM concepts
• Active Directory
• Networking fundamentals
• Windows environments
• Security concepts
• Java programming
• SQL
• TLS