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Job Description Summary:

The Associate Technical Support Engineer assists Rocket customers with 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 typically work as part of a team with limited direction

Essential Duties & Responsibilities:

Able to assess customer needs and set expectationsHandle moderate to complex application guidance and level II customer support and resolution for assigned product listResponsible for handling a high volume of administrative casesVerify the accuracy of the business impact statement as provided by the customerPerform, with limited direction, problem verification by confirming the customer’s environment, error messages, and symptoms of a problemAble to troubleshoot common problemsUse testing tools for troubleshootingResearch moderate cases using knowledge bases, documentation, etc.Gather information to develop reproducible casesPrepare, recommend, and implement solutionsMastery of creating case tracking details for use by team members for similar/future problem resolutionCollaborate with engineering, product management, and QA teams to escalate and resolve complex issues.Document technical solutions, knowledge base articles, and FAQs for internal and external use.Accountable for team and individual resultsParticipate in internal projects and other work as directedSelf-directed learning to expand the expertise of Rocket Software productsContributes to training content, as necessaryAct as the go-to Technical Support Engineer for Technical Support TechniciansAssist other Support Engineers at different levelsWrite collateral at an appropriate levelContributes to training

Must-Have Skills (Essential for the Role)

These are the core skills required to perform the job effectively from Day 1.

Mainframe Fundamentals:

Hands-on experience with IBM z/OS, TSO/ISPF, SDSF, JES2/JES3Understanding of JCL and job execution monitoringExperience working with IBM mainframe storage management concepts

Problem-Solving & Troubleshooting:

Ability to analyze system logs, traces, and basic dumpsUnderstanding of IPL procedures and system recovery techniquesStrong analytical skills for troubleshooting customer issues

IBM Storage Concepts:

Basic knowledge of DASD, Tape Management, HSM, DFSMShsm, DFSMSrmm, VTOC, ICF catalogsUnderstanding of dataset management, VSAM, and IDCAMS utilities

Customer Support & Communication:

Ability to communicate technical concepts clearly to customersExperience in handling customer escalations professionallyWillingness to learn new products and actively engage in customer problem resolution

Good-to-Have Skills (Preferred, but Not Mandatory)

These are bonus skills that would enhance the candidate’s performance and career growth in this role.

Mainframe Debugging & Performance Analysis:

Exposure to IPCSTM, GTF Traces, SLIP Traps, and system dumps analysisFamiliarity with IBM OMEGAMON, RMF, or similar monitoring tools Scripting & Automation:Basic knowledge of REXX, CLIST, or JCL scriptingExperience automating storage management processes

Product-Specific Knowledge (Preferred but Can Be Learned on the Job):

Experience with DFSMS, DFSMShsm, DFSMSrmm, or Tape Management Systems (TMS)Exposure to Rocket Software’s storage products or IBM equivalents Certifications (Will Be an Added Advantage):IBM Certified Specialist – z/OS, Storage Management, or System ProgrammingAny Mainframe Administration or Storage Management certifications

Preferred Qualifications:Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field2+ years of experience working in a mainframe support or operations roleFamiliarity with IBM DFSMS, DFSMShsm, or other storage management solutions is a plusIBM Certified Specialist – z/OS or Storage Administration (Preferred but not required)

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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.

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