It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The Engineer will work as part of a team with minimal direction.

Responsibilities:

• Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.

• Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.

• Track and document inbound support requests and ensure proper notation of customer requests or issues.

• Maintain knowledge about assigned products and company services available.

• Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.

• Contributing to the Knowledge Base via Creating and Editing the Customer issues.

• Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.

• Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.

Requirements:

• Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.

• Strong analytical and troubleshooting skills, specifically dealing with IBM z/OS

• Operating system knowledge: Windows, and Unix/Linux.

• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.

• Experience working with

• Strong customer service skills in interacting with both internal and external customers.

• Excellent oral, written and interpersonal communications skills; English language experience in spoken and writing is a prerequisite.

• Proven organizational and time management skills.

• Demonstrated experience adapting to change and managing priorities..

• Committed to Rocket's core values of empathy, humanity, trust and love

Additional skills helpful to have:

• Knowledge of Spark, Python, Java, Rexx

• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.

• Knowledge/experience with ODBC/JDBC.

• Knowledge/experience of DB2 utilities and DB2 stored procedures.

• Knowledge/experience of DB2 LUW.

• Knowledge/experience with Visual Studio .NET.

• Knowledge/experience in z/OS Cobol or Natural.

• Knowledge/experience in Microsoft SQL Server or Oracle

• Knowledge/experience working with RACF, ACF2 or Top Secret.

• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.

• Knowledge of Network topology.

• Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams).

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The base salary range for this role is $81,496.00 - $101,870.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)

Healthcare coverage options to fit you (and your family’s) needs

Retirement savings, with matching contributions by Rocket Software

Life and disability coverage

Leadership and skills training opportunities

Two paid work days for off-site training

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.