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SaaS / Cloud, Application Support Engineer

Herzliya, Israel 10/24/2019
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 SaaS / Cloud, Application Support Engineer


Have you ever shopped, banked, checked your health records, bought concert tickets, or filed an insurance claim online? If so, you have likely been secured by RSA's Fraud and Risk intelligence solutions, providing secure interactions and transactions between an organization and their consumers across web, e-commerce and mobile channels. 

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.


  • Provide application support for multiple mission-critical applications in SaaS and cloud environments
  • Become a subject matter expert in supported applications functionality
  • Troubleshoots and resolves application, instance, and/or system issues
  • Works hours as required to meet operational objectives
  • Develop, implement, document, and execute standard operations procedures
  • Improve and implement proactive monitoring
  • 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)
  • Communicate deployment and production related activities internally and externally when appropriate
  • Participate in an on-call  rotations to provide coverage during off business hours
  • Coordinate closely on activities, issues, requirements, progress, status, etc. internally (in SaaS) , customer management, program management, Engineering, DevOps , QE teams and external service providers

Technical Knowledge:


  • At least 8 years of experience in an enterprise application support in Hosted and / or cloud environments
  • At least 5 years of UNIX / Linux hands-on experience
  • At least 4 years of Experience in managing / supporting cloud solutions
  • Experience building and supporting systems in the public cloud (AWS, Azure)
  • Applicative Oracle and SQL Server DBA skills including a DB schema understanding; a sql queries writing, tuning, and execution
  • Experience with monitoring tools usage and configuration (Zabbix, Solarwinds, Dynatrace)
  • Programming & scripting experience (PERL/KSH/PowerShell etc.)
  • Knowledge in network services (DNS, DHCP, NFS, SMTP, SSH) and networking equipment configuration (Routers, Switches, Load balancers etc.)
  • Certificates, key management, and SSL/TLS crypto suite fundamentals


  • Experience with Cassandra
  • Experience with Reporting and Analytics tools (Elasticsearch/Logtash, Tableau)
  • Experience in E-Commerce systems architecture and operations
  • Microsoft Windows Server computing fundamentals - Advantage
  • Understanding of virtualization technologies
  • Experience or knowledge with openSSL - Advantage
  • Experience in E-Commerce systems architecture and SaaS operations - Advantage

Soft Skills:

  • 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
  • Well Organized


Job Family: RSA Engineering Job ID: R041347
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