Use your LinkedIn profile to find the right job match for you.

Job Match
Skip to main content

Security Technical Support Engineer 【RSA】

Tokyo, Japan

Apply now
Job ID R041236 Date posted Nov. 07, 2019


  • The Support Engineer will primarily be responsible for troubleshooting and resolving customer-reported issues, which arise when using Netwitness products.
  • Specific responsibilities include:
  • Answer and resolve a large portion of service requests on a first email/call basis
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team. 
  • 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. 
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues. 
  • Contributes ,develops and maintain knowledge-based articles.
  • May perform senior or expert level tasks for assigned products and skills.
  • Prepares articles for other Technical Support Engineers and/or customers regarding technical solutions. 
  • Understands and uses sphere of influence extending outside of the department. 
  • Determines 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 communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Serve as the customer's advocate to solve problems and navigate company resources
  • 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.
  • Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes.
  • Assuring all appropriate individuals are notified of ongoing issues and problem resolution status. 
  • Accurately document and update Customer Service Requests in the tracking system of record
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Validates technical information, issues early warning, and disseminates information as needed. 
  • Mentors and/or coaches less experienced Technical Support Engineers.
  • Helps develop and participate in presentations and informal training for other Technical Support Engineers.
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledge base content, Support forums, etc.
  • Regularly submits content to the knowledge database. 
  • Participating in and possibly leads conference calls with customers.
  • Reviews technical solution articles for accuracy and completeness, and give feedback to the authors. 
  • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
  • Works toward becoming subject matter expert in a particular area or areas.
  • Not only NetWitness platforms support, but also responsible for supporting other RSA products.

Desired Experience/Skills:

  • Ability to prioritize and manage multiple tasks, act independently and exercise good judgment
  • Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions
  • Ability to work well in a team environment
  • Ability to cooperate with global support teams
  • Excellent verbal and written communication skills
  • Excellent troubleshooting skills
  • Technical proficiency with Linux platforms including computer networking skills, MongoDB, RabbitMQ, Chef, and web-based technologies
  • Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-paced environment with minimal supervision
  • Excellent support skills and experience conducting technical training
  • College degree preferred, preferably in MIS, CS, or another technology-related study
  • Experience in Consultant / Client Support position
  • Knowledge of enterprise security best practices and procedures
  • Knowledge of information security topics and Internet technology

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive -all to create a compelling and rewarding work environment.

Employees at work Explore This Location

Related Stories