EMC Tech Support Engineer III - NetWitness Security Analytics in Bedford, Massachusetts

Job Description:

Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received via voice initiated calls or emails from RSA Customers or RSA Field/Sales personnel, and Web Support portal. Uses independent judgment to accomplish objectives. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. May be asked to mentor others in providing validated technical information, support process instructions and special support requirements. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization's mission and strategy as it relates to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.


  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.

  • Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages EMC''s technical communication structure. Sphere of influence extends well outside of the department.

  • Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Technical Account Managers, Escalation Managers, Sales and other RSA Technical Support co-workers as appropriate.

  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Salesforce

  • Validates technical information and issues early warnings and disseminates information as needed.

  • As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required

  • Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies.

  • Regularly submits content to the knowledge database.


  • 3+ years of deep Unix/Linux knowledge with strong command line experience. Windows systems knowledge.

  • Able to use advanced debugging techniques including analysis of dump files, tracing, and performance tuning and monitoring.

  • 3 to 5 years years of experience with IDS and SIEM Windows SQL Server 2003/2008 installations, integration and configuration

  • Experience with logging systems (i.e., Syslog, Windows Event Log)Working knowledge of Windows AD domain security and audit policies

  • 1 to 2 years of SQL Experience

  • Understands the essentials of TCP/IP and hands-on experience with configuring and troubleshooting network services.

  • Knowledge of IDS/IPS, VPN, routers, switches, firewalls

  • Proficient with networking fundamentals and a basic working knowledge of netstat, nslookup, dig, route, ping, traceroute, snoop, tcpdump and wireshark for isolation of network issues.

  • 3 to 5 years of experience with network security to include packet sniffing, firewall configuration and SSL-based secure communications

  • Intermediate UNIX/Linux shell scripting experience

  • Deep understanding of DNS, Syslog, NTP, SNMP, networking and routing concepts required

  • 3 to 5 years support of Enterprise Softwre/Hardware Systems, Professional Services for Enterprise Software/Hardware Systems or Quality Assurance/Engineering for Enterprise Software/Hardware

  • Use of Salesforce.com(SFDC) as case management tool

  • Technical certifications (RHCE, CCNA, CEH, etc.) are desirable

  • BS/MS in Computer Science or equivalent experience.

Soft Skills Qualifications

  • Demonstrated ability to take initiative in identifying and resolving technical problems via telephone, email and Web based service portal.

  • Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.

  • A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors.

  • Strong customer orientation and dedication.

  • Excellent time management and organizational skills.

  • Strong written and verbal communication skills, both technical and non-technical.

  • Aptitude and desire to learn

  • Self-starter with demonstrated ability to take initiative and accomplish multiple tasks

  • Customer Service Skills

  • Detail oriented

  • Analytical ability

  • Interpersonal skills

  • Ability to work in a team environment

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.

Critical Hiring Criteria:

Functional Area(s):

Customer Service & Support



Business Unit:



US - Virginia - Reston, US - Massachusetts - Bedford