Manager, Technical Support

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.
• Bachelor's 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.