*Technical Support Engineer IV (Adaptive Authentication Omaha): EMC Corp.

*Technical Support Engineer IV (Adaptive Authentication Omaha)

RSA, The Security Division of EMC is headquartered in Bedford, Massachusetts. RSA is the expert in information-centric security, enabling the protection of information throughout its life cycle. RSA enables customers to cost-effectively secure critical information assets and online identities wherever they live and at every step of the way, and manage security information and events to ease the burden of compliance. They offer industry-leading solutions in identity assurance & access control, encryption & key management, compliance & security information management and fraud protection. These solutions bring trust to millions of user identities, the transactions that they perform, and the data that is generated. RSA, The Security Division of EMC, was formed in September 2006 following EMC Corporation’s acquisitions of RSA Security and Network Intelligence.

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".

EMC Corporation (NYSE: EMC) is the world's leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC's products and services can be found at www.EMC.com.

If you're looking to make a difference, not just in technology but wherever people live and work, to advance what's possible and move the world forward, to work with the sharpest minds in information-come to EMC. And if you're looking for greater balance in your life, we can help there too with healthy work styles, full tuition reimbursement, personal wealth-creation support, and unlimited opportunities to do important and exciting work in IT. For more information on careers at EMC and to apply, click here.

EMC values an inclusive work environment where every employee is encouraged to share their ideas and talents, so we can leverage our diversity. From our diversity, EMC draws the strength to be a world-class company.

EMC is committed to creating an environment of inclusion that has many dimensions-cross-geography, cross-organization, and across traditional lines of difference, such as gender, sexual orientation, ethnicity, and race.

Thanks,
EMC Team