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Security Technical Support Engineer 【RSA】

Tokyo, Japan 掲載日 11/07/2019


  • 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.

Job Family: Engineering Graduates Product-Services Job ID: R041236









  • Engineering, 東京都, 東京都, 日本削除
  • Graduates, 東京都, 東京都, 日本削除
  • Product Services, 東京都, 東京都, 日本削除

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