EMC RSA Security NetWitness Technical Support Engineer Reston VA SR

Job Location: Reston, VA

RSA, The Security Division of EMC, is the premier provider of security solutions for business acceleration, helping the world's leading organizations succeed by solving their most complex and sensitive security challenges. RSA's information-centric approach to security guards the integrity and confidentiality of information throughout its lifecycle – no matter where it moves, who accesses it or how it is used.

We would like to talk to candidates interested in the position of Technical Support Engineer located in Reston, Va. This position will support the NetWitness product line. NetWitness® is a revolutionary network monitoring platform that provides enterprises a precise and actionable understanding of everything happening on the network. NetWitness solutions are deployed in customer environments to solve a wide range of challenging information security problems including: insider threats, zero-day exploits and targeted malware, advanced persistent threats, fraud, espionage, data leakage, and continuous monitoring of security controls.

Summary:

The Technical Support Engineer is an integral part of the RSA team who interfaces directly with RSA customers while troubleshooting and solving complex software and hardware problems. Individuals must work well in a team environment, be highly motivated, and able to quickly learn new skills.

Principal Duties and Responsibilities:

• Provide technical support to customers’ technical staff, answer questions on function and usage of product, gather relevant information and determine troubleshooting steps to diagnose & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case. Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions.


• Works closely with customers, Support Engineers, Development Engineers, Professional Service engineers, Product Management team and Sales Engineers to share product knowledge and provide resolution to customer support cases.


• Ensures customer satisfaction by handling their requests with accuracy, professionalism and speed


• Provides support coverage via phone, email and Web


• As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required

Essential Qualifications:

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


• Unix and Windows systems knowledge is desired.


• Experience with IDS and SIEM is desired.


• Understands the essentials of TCP/IP and hands-on experience with configuring and troubleshooting network services.


• Proficient with networking fundamentals and a basic working knowledge of netstat, nslookup, dig, route, ping, traceroute, snoop, tcpdump and wireshark for isolation of network issues.


• Demonstrated ability to take initiative in identifying and resolving technical problems via telephone, email and Web based service portal.


• Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.


• A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors.


• Strong customer orientation and dedication.


• Excellent time management and organizational skills.


• Strong written and verbal communication skills, both technical and non-technical.


• Aptitude and desire to learn


• Self-starter with demonstrated ability to take initiative and accomplish multiple tasks

Experience and Education Qualifications:
- 5+ years of combined experience in one or more of the following areas: Technical Support for Enterprise Software/Hardware Systems, Professional Services for Enterprise Software/Hardware Systems or Quality Assurance/Engineering for Enterprise Software/Hardware- Technical certifications would be a plus (RHCE, RHCT, CCNA, etc.)- BS/MS in Computer Science or equivalent experience.

In addition to a personal interview, the candidate will be required to pass background verification. We offer competitive compensation and comprehensive benefits. NetWitness is an equal opportunity employer.

Job ID: 112345BR

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