Headline

Identity & Access Management (IAM) Engineer | RSA SecurID, Authentication Manager, Cloud Authentication Service | Building AI-Powered Security Tools (Python, n8n, RAG) | CVE Analysis & Vulnerability Remediation

About

As a Product Support Engineer 2 at RSA Security, I collaborate with customers and cross-functional teams to resolve technical issues, enhance product quality, and drive continuous improvements. I leverage my 6.7+ years of experience in network and security support to configure and troubleshoot RSA SecurID Authentication Manager and Cloud Authentication, manage authentication agents, and facilitate secure multi-factor authentication through seamless third-party integrations. I am passionate about technical excellence and superior customer service, and I strive to achieve a 100% issue resolution rate and a 95% customer satisfaction score. I also contribute to product development and team expertise by conducting in-depth technical analyses, pushing for product enhancements, mentoring junior team members, participating in beta testing, spearheading content development, and managing proactive problem resolution. I hold a Bachelor's in Computer Application from Presidency College and multiple certifications in RSA ID Plus and RSA SecurID Authentication APIs and Administrative SDKs.

Location

Bengaluru

AI stack

antigravity

claude code

claude

Work experience

Technical support Engineer 2 at RSA Security, Mar 2024 - Present · 2 yrs 9 mos, Bangalore Urban, Building upon my experience, I'm thrilled to take on additional responsibilities and contribute to our team's success. Here's what I'll be doing: 🤝 Continuing to interface directly with customers at various stages of the problem resolution process, ensuring timely and effective solutions while collaborating closely with cross-functional teams. 💡 Working closely with senior engineers and engineering teams to report bugs, enhance product quality, and drive continuous improvements, further elevating the user experience. 🗓️ Managing my own case schedule, from determining severity levels to negotiating expectations with customers, ensuring clear and precise communication lines throughout the resolution process. 📝 Documenting relevant information meticulously and ensuring timely updates for customers, prioritizing respect and professionalism in every interaction. 🔍 Driving operational excellence by resolving complex issues and proactively sharing insights to maintain high-quality closures, while assessing the need for escalation when necessary. 📚 Validating technical information and contributing to our knowledge base, sharing insights and best practices to empower the team and enhance customer support. 👥 Mentoring and coaching less experienced TSEs, actively participating in presentations and informal training sessions to foster growth and development within the team. 💬 Responsibly sharing acquired knowledge and leading efforts in problem re-creation and failure analysis, contributing to centralized problem identification and resolution databases. 🔐 Leveraging my excellent knowledge of information and network security fundamentals, coupled with hands-on experience in troubleshooting various systems and applications. 🚀 Thriving in a dynamic environment, I bring excellent communication skills and a solution-oriented mindset to every challenge, backed by experience with CRM systems and bug reporting tools.

Technical support engineer 1 at RSA Security, Dec 2021 - Mar 2024 · 2 yrs 4 mos, Bengaluru, Here's what I do: 🤝 Engage directly with customers to understand and resolve technical issues, collaborating seamlessly with cross-functional teams. 💡 Partner closely with senior engineers to report bugs and elevate product quality, contributing to a smoother user experience. 📈 Independently manage case workload, ensuring clear communication and timely updates for our valued customers. 💪 Drive operational excellence by efficiently resolving issues and escalating when needed, ensuring top-notch service delivery. 🔍 Contribute technical insights to our knowledge base and assist in system analysis, enriching our collective expertise. 🌟 Showcase strong problem-solving skills and effective communication with customers, fostering trust and satisfaction. 🔄 Flexible and adaptable to varying business needs, including night shifts and weekend support, to ensure continuous support. 📚 Committed to continuous learning and growth, leveraging every opportunity to enhance skills and expertise. 💻 Proficient in information security, network administration, and troubleshooting protocols, with hands-on experience in CRM systems and bug reporting tools.

Product Expert at BYJU'S - The Learning App, Aug 2020 - Jun 2021 · 11 mos, Customer Engagement: Kept assigned students actively engaged with learning materials throughout their journey. App & Content Support: Provided on-the-spot mentoring for app navigation, video content and study material queries. Progress Monitoring: Interpreted student dashboards to analyse performance and offer personalised guidance. Product Support: Resolved day-to-day technical and product issues using support manuals, ensuring smooth post-sales lifecycle management. Cross-Functional Collaboration: Worked with L2 Technical Support, Sales, Content and Logistics teams to resolve issues and ensure timely delivery across India. Target Management: Coordinated with managers to meet daily, weekly and monthly engagement and retention goals.

Technical Support Engineer at HP, Jun 2018 - Aug 2019 · 1 yr 3 mos, HP GRTP Whitefield.

Education

Master of Business Administration, Operations Management and Supervision, Coimbatore Institute of Engineering and Technology (Official Page)

Bachelor's in computer application, Computer application, Presidency College, Bangalore