JOB TITLE:  ONSITE TECHNICAL SUPPORT ENGINEER (ADAPTIVE AUTHENICATION)

Summary

• Designated Support is a high-end support offering to provide dedicated, highly responsive and semi-customized support designed to address the complex technical needs of the enterprise customer.


• You will work closely with our larger customers to ensure their success with RSA products as part of the Designated Support offering.


• You will serve as the main support contact with the customer, ensuring that their problems receive the highest priority within Technical Support and Engineering.


• This position requires significant customer contact and negotiating on behalf of the customer within EMC.


• Successful candidates must have the ability to travel to the customer site for two onsite visits a year, and travel onsite to resolve problems as needed (generally not to exceed 20% travel).

Responsibilities

• Managing the customer relationship from a technical support perspective.


• Providing a high-level of communication and proactive technical support to keep the relationship on-track and growing.


• Ensuring customer success by providing an added level of support to customers through technical problem and issue resolution, sharing of relevant technical information, and managing and overseeing technical support activities.


• Understanding the customer’s technical environment, projects and applications through two annual onsite visits, maintenance of customer’s technical profile and regular issue reviews.


• Building internal relationships with key functional groups to aid in problem-solving and in providing the customer the information they need to be successful.


• Conduct weekly conference calls (or regular communications as agreed to) to review all open issues


• Provide monthly reports on all activity involving technical and customer management issues.


• Work closely with Product Management to be the voice of the customer in identifying their future needs.


• Work closely with engineering to prioritize product defects for assigned customers.


• Exemplary customer management skills, facilitating frontline, customer and engineering communications


• Ability to travel 10% to 20% of the time to customer sites if required.   

Skills

·         Comprehensive understanding of the software development cycle and best practice support techniques in a fast paced environment.

·         Able to read and modify Java, JavaScript, HTML, ASPX, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs.

·         Ability to promptly perceive customer needs and accurately prioritize requests.

·         Able to use advanced debugging techniques including analysis of dump files, tracing, and performance tuning and monitoring.

·         Ability to exercise sound judgment when determining appropriate action

 Education/Experience

·         Minimum 7 years of relevant experience.

·         Experience with deployed environments Java/J2EE/.Net, Oracle/Various SQL database systems running on Windows, UNIX, and LINUX platforms.

·         Comprehensive experience providing first rate technical support for enterprise applications and systems utilizing emerging technologies in a complex distributed network environment.

·         Bachelor’s degree in Computer Science or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

·         Experience with Apache AXIS is a plus

EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.

EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed "EMC Agency Fee Agreement".