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Manager, Technical Support

Manager, Technical Support

RSA CareerBengaluru, Karnataka, India
9 days ago
Job description

RSA - Manager 1 Technical Support (M7)

The Manager 1 Technical Support (M7) leads a high-performing team of Technical Support Engineers delivering mission-critical technical support for RSA products including SecurID / ID Plus and RSA Governance & Lifecycle. This role drives operational excellence across incident handling escalations SLAs customer satisfaction knowledge management and cross-functional collaboration.

The ideal candidate combines strong technical expertise in enterprise grade technical solutions support ideally with experience in Identity & Access Management or cybersecurity. Proven leadership experience operational rigor and a passion for developing people are key.

Key Responsibilities

Operational Leadership & Team Management

  • Manage daily operations of a technical support team (12 FTEs) across 2 distinct product lines.
  • Oversee hiring onboarding coaching and performance management.
  • Plan and manage team schedules on-call rotations and workload balance.
  • Own and monitor team KPIs including SLO attainment backlog CSAT / NPS and escalation rates.
  • Some weekend on-call Duty Manager requirements apply

Customer Experience & Case Escalation

  • Serve as a senior escalation point for critical (S1) incidents.
  • Engage directly with key customers to manage escalations and ensure satisfaction.
  • Frequently participate in key customer calls and meetings as a visible representation of RSA leadership awareness and involvement
  • Drive initiatives that improve customer outcomes and reduce reopen rates.

    • Technical Excellence & Process Improvement

  • Champion root cause analysis and drive continuous improvement to reduce repeat incidents.
  • Define and enforce standard processes for case triage escalation and severity management.
  • Implement automation and tooling to enhance efficiency and reduce manual effort.

    • Knowledge & Enablement

  • Influence Support to maintain and continue building a high-quality searchable knowledge base and troubleshooting playbooks.
  • Collaborate with Product Management Engineering and Documentation teams to close content gaps.
  • Drive a culture of proactive learning and self-service enablement.

    • Strategy & Cross-Functional Partnership

  • Partner with global Support Management Leadership and Peers to ensure high quality support delivery and consistent customer experience from RSA global Centers of Excellence.
  • Represent the Support organization in product Core team and program management sessions.
  • Provide input to Engineering on product quality and supportability improvements.
  • Partner with Professional Services and Customer Success to influence a seamless customer journey.

    • People & Culture

  • Create an inclusive psychologically safe and performance and team-oriented culture.
  • Mentor and develop technical contributors into future leaders.
  • Promote teamwork accountability and customer advocacy within the local team and across the global Support team.

    • Key Competencies & Skills

    Technical / Domain

  • Strong working knowledge of Identity & Access Management (SSO SAML OIDC OAuth MFA PAM IGA).
  • Proficient in enterprise environments : Linux Windows networking (TCP / IP DNS proxies) and cloud (AWS Azure GCP).
  • Experience with troubleshooting tools : logs diagnostics observability (Splunk ELK CloudWatch Datadog).
  • Scripting or automation skills (Python PowerShell Bash).
  • Familiarity with REST APIs JSON LDAP / Active Directory SQL / NoSQL.

    • Leadership / Behavioral

  • Exceptional communication and conflict-resolution skills.
  • Demonstrated success leading technical teams and managing through change.
  • Data-driven decision-making and continuous improvement mindset.
  • Empathetic customer-centric and results-oriented.

    • Tools & Methods

  • Experience with ticketing systems (Salesforce Jira Service Management and similar).
  • Familiarity with knowledge base platforms and collaboration tools (Slack Teams).
  • Understanding of ITIL SRE or incident management best practices.

    • Operational Management Competencies

  • Service Delivery Excellence Ensures support operations consistently meet or exceed SLOs CSAT goals and customer expectations through disciplined process management and continuous improvement.
  • Data-Driven Decision Making Uses analytics and performance metrics (CSAT NPS TTC backlog) to drive team priorities identify trends and measure success.
  • Capacity & Workforce Planning Accurately forecasts demand aligns staffing and skill sets to coverage needs and optimizes shift models for 24x7 operations.
  • Process Optimization & Automation Identifies workflow inefficiencies implements automation and standardizes best practices to improve throughput and quality.
  • Incident & Problem Management Applies structured methodologies to minimize service disruption drive root cause analysis and prevent recurrence.
  • Escalation Management Manages critical customer issues with urgency transparency and cross-functional coordination; communicates effectively to executives and stakeholders.
  • Cross-Functional Collaboration Partners effectively with Engineering Product Customer Success and Cloud Operations to drive systemic improvements and closed-loop feedback.

    • Qualifications & Experience

    Minimum Requirements

  • 5 years in technical support or customer-facing engineering roles.
  • 2 years managing or leading individual contributors.
  • Bachelors degree in Computer Science Information Systems or related field (or equivalent experience).

    • Preferred Qualifications

  • Experience with IAM PAM or cybersecurity products
  • Familiarity with supporting enterprise or regulated industry customers.
  • Certifications such as CISSP CISM or ITIL Foundation.
  • Demonstrated success implementing automation or process improvements.

    • 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.

    If you need a reasonable accommodation during the application process please contact the RSA Talent Acquisition Team at . RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time including prior to the advertised closing date.

    Required Experience :

    Manager

    Key Skills

    Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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    Manager Technical Support • Bengaluru, Karnataka, India

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