Principal Engineer- Technical Support – DELL – Australia

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## Principal Engineer- Technical Support
North Ryde
The Principle Engineer- Technical Support role with RSA will apply advanced
systems level technical expertise to resolve highly complex systems level
customer issues. Customer issues may be received by Support Centers through
email- phone and online case management portal. The successful applicant will
be able to use their independent judgment to accomplish objectives. Accepts
escalations from other technical team members as a subject matter expert-
shaping group operations with depth of knowledge. Works closely with
engineering and other technical business units to increase knowledge and
resolve customer issues. Identifies and provides resolutions to a divers

range of complex technical problems. Mentors others in providing validate

technical information- support process instructions and special suppor

requirements. Engineers provide problem determination and resolution fo

customer issues. Develop and implement resolutions to identified problems- an

follows standard practices and procedures. May need to engage or escalate to
more senior resources to resolve more complex issues. Develops broad knowledge
of the organization`s mission and strategy and relates it to day-to-day
issues. Challenges existing processes based on industry best practices-
enhances these for the benefit of all.

Principle Duties and Responsibilities

Ability to write diagnostic tools to strengthen our troubleshooting analysis
Strong in hardware knowledge to fill in the gap of next generation storage and appliances
Produce formal Root Cause Analysis by performing post mortem analysis and logical thinking in complex escalation.
Perform rescue mission to critical accounts regionally and globally
Collaborate with various team (such as CE- SE- ES) to create support training courses for ongoing enablement
Applies technical mastery in NetWitness line of products to resolve complex customer issues and provide recommendations/solutions where applicable
As a 24x7x365 organization- shift work- holidays and on-call responsibilities

Essential Skills:

Excellent telephone manner and superior customer service skills and drive to exceed customer expectations via unprecedented ownership; and the ability to be the |face of RSA| on-site.
Strong problem-solving experience and advanced troubleshooting skills.
Ability to cope in stressful situations and effectively manage the expectations of multiple internal and external stakeholders with effective email and telephone communications.
Ability to function as part of a cohesive team environment.
Ability to think outside the box and include other stake-holders effectively- utilizing those relationships to provide the quickest possible resolution and best possible customer service.
Strong understanding and proven experience with Windows- Linux- Networking and Security technology.
Industry Qualifications desirable: CISSP- CEH- RHCSA- CompTIA A+- CompTIA Security+ etc

Job Family: Engineering RSA Job ID: R032681