Archer Technical Support Engineer 2 Model Office

**Archer Technical Support Engineer 2 Model Office**Provides remote technical support expertise in a complex information infrastructure environment, Ability to convey sophisticated ongoing technical system support is critical to RSA customers, the Sales team and Model Office staff.**Principal Accountabilities**:- Applies technical support expertise to resolve Demo environment issues.- Works closely with peers and internal SMEs to increase knowledge and resolve issues.- Identifies and provides resolutions to technical problems.- Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.- Assists in content creation for Archer Demo Environments to support Model Office initiatives.- Performs testing/validation of Archer Demo Environments when new releases are available.**Principal Responsibilities**:- Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.- Assists in content creation for Archer Demo environments to support the Model Office initiatives.- Performs final testing/validation of Model Office environments as needed.- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.- Understands and uses sphere of influence extending outside of the department.- Participating in and leads conference calls with customers/internal staff. Knows their audience and articulate accordingly.- Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, release documentation- Support forums, etc.; regularly submits content to the knowledge database.- Validates technical information and issues early warning and disseminates information as needed.- Interfaces directly with customers/internal staff at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectationswith customers.**Skills**:- Ability to work independently.- Customer focused.- Exhibits confident behavior.- Knowledge of job associated database/software/documentation.- Ability to work in a high-pressure environment.- Problem solving skills.- Time management skills.- Troubleshooting skills.**Education & Experience**:- Typically requires from 2-5 years of related experience in a professional role with a Bachelor's degree; or equivalent experience.- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.