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.

Essential Duties & Responsibilities

• Able to assess customer needs and set expectations

• Verify accuracy of business impact statement as provided by the customer

• Independently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem

• Able to troubleshoot and solve urgent, complex, and critical problems

• Routine use of testing tools for troubleshooting

• Research complex cases for resolution using knowledge bases, documentation etc.

• Develop reproducible test cases, when necessary

• Prepare, recommend and implement solutions

• Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members

• Write collateral at an appropriate level

• Mastery of creating case tracking details for use by team members for similar/future problem resolution

• Assist other Support Engineers at different levels

• Accountable for team and individual results

• Participate in internal projects and other work as directed

• Ongoing self-directed learning to expand expertise on new technologies and Rocket Software products

• Regularly contribute to training content

• Train other support engineers

• Collaborate with Product Development Managers

• May perform as lead on projects

• Mentor other support engineers; contributes to training

Experience & Qualifications:

• 5+ years of experience in technical support

• Operating system knowledge: Windows, Unix, Linux, z/OS, Mainframe

• Broad knowledge of computer technology

• Bachelor of Science Degree preferred

• Available for some after hours, weekend and holiday work

• Excellent oral, written and interpersonal communications skills.

• English language experience in spoken and writing is a prerequisite

Additional Qualifications:

• Experience with database systems such as DB2, Oracle and SQL Server a plus

• System Administration Experience.

• Working knowledge of z/OS system components such as COBOL, JCL, ISPF a plus

• Programming Languages on either z/OS or client server envionments such as Java, Python, C++, C# a plus.

• Working knowledge of ETL platforms such as Informatica, DataStage, and Tableau a plus

• Cloud technology understanding a plus.

• Interest in technical challenge.

• Multilingual is a plus.

• Very organized and has demonstrated methodology in tackling complex technical questions.

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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:

Unlimited Vacation Time as well as paid holidays and sick time

Health and Wellness coverage options for Rocketeers and dependents

Life and disability coverage

Fidelity 401(k) and Roth Retirement Savings with matching contributions

Monthly student debt benefit program

Tuition Reimbursement and Certificate Reimbursement Program opportunities

Leadership and skills training opportunities

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.