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The SaaS / Cloud, Application Support Engineer is responsible participating in the implementation, support and monitoring of RSA's Cloud and hosted applications.
The ideal candidate will be able to, support maintain, design, monitor and deploy a world-class SaaS hosting services, work with RSA's partners/teams to deploy cloud applications from the development and test environments, into our cloud / hosted production environments.
Providing application support for multiple mission-critical applications in SaaS and cloud environments
Take part in SaaS Operations technical activities related to supporting, deploying and adopting new products and services
Provide technical expertise and advocacy around how solution should be implemented in production from SaaS Operations POV
Demonstrate ability to work on several concurrent projects involving multiple stakeholders executing in a matrix environment
Integrate technologies, processes, tools, and methodologies to mature SaaS Operations services (procedures, application management tools, monitoring and more)
Use judgment to develop and clarify expectations, scope, and scale to achieve shared objectives and minimize redundancy
Communicate deployment and production related activities internally and externally when appropriate
Coordinate closely on activities, issues, requirements, progress, status, etc. internally (in SaaS) , customer management, program management, Engineering, DevOps , QE teams and external service providers
At least 5 years of experience in a similar position in Hosted and / or cloud environments
At least 3 year of UNIX / Linux hands-on experience
Understanding of virtualization technologies
Basic applicative Oracle and SQL Server DBA skills
Experience with Cassandra – Advantage
Programming & scripting experience (Java/C++/JSP/PERL/KSH/ etc.) – Advantage
Experience with monitoring systems and other reporting tools (Zabbix, Nagios, App Dynamics, Elasticsearch/Logtash)
Experience or knowledge with openSSL - Advantage
Previous experience in managing / supporting cloud solutions on Azure - Advantage
Experience in E-Commerce systems architecture and SaaS operations - Advantage
Knowledge in network services (DNS, DHCP, NFS, SMTP, SSH) and networking equipment configuration (Routers, Switches, Load balancers etc.) - Advantage
Strong English skills (spoken and written)
Ability to interface with business and technical management
Experience in working in a mission critical environments
Experience in working with customers
Ability to work well under pressure within a technically challenging environment
Excellent problem solving, logical, and analytical abilities
Solid understanding of change management, App Support and Tech Support services
Available for On-call after-hours support
Strong commitment to organizational work ethics