Manager, Technical Support

RSA - Job Title

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com.

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

Technical Excellence & Process Improvement

Knowledge & Enablement

Strategy & Cross-Functional Partnership

People & Culture

Key Competencies & Skills

Technical / Domain

Leadership / Behavioral

Tools & Methods

Operational Management Competencies

Qualifications & Experience

Minimum Requirements

Preferred Qualifications

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.global.talent.acquisition@rsa.com . 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.

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